PATIENT ACCESS NAVIGATOR II

About the Role

Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines. This includes Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. Patient Navigators thrive on working in a fast paced environment, have a strong ability to multi-task, are technically savvy, service oriented, communicate effectively and consistently display a professional demeanor. Delivers an exceptional experience to patients, customers and physicians who contact the Access Center by facilitating patient access throughout Cooper's provider network.

Responsibilities

• Provides support to the Access Center management team related to escalations, patient complaints, new hire onboarding and training/cross-training.
• Responsible for providing technical and operational support in the design, development, delivery and evaluation of systems and training programs in the Patient Access Center.
• Supports the Learning and Quality function for both training and quality monitoring across the Patient Access Center and reviewing individual or team audit reports to identify training needs.
• Functions as a subject matter expert and is expected to provide high-quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.

Experience Required

• 2+ years of direct experience within a Customer Service, Contact Center or scheduling environment, preferably within a Healthcare environment.
• 1-2 years' preferred experience with Acombina, including troubleshooting and testing; strong technical proficiency including EPIC, Outlook, IDX, Excel and Word.
• Experience in or knowledge of any of the following is preferred: central scheduling, medical terminology, insurance verification, registration, or hospital/physician office.

Education Requirements

High School diploma or equivalent required.

Special Requirements

• Must display a genuine interest in providing an excellent Customer Experience that aligns with Cooper's business goals related to patient access throughout the Cooper landscape.
• Excellent escalation skills in handling customer complaints independently and assist co-workers with patient escalations; ability to support both quality and training programs.
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Team player with a genuine interest in resolving customer issues.
• Must enjoy interacting and working collaboratively in a team environment.
• Proven ability to successfully handle more than the required number of physician specialties of a fully functional Navigator 1.
• Ability to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for position.
• Ability to analyze issues and quickly identify the best resolution for the situation; solid decision-making skills.
• Must demonstrate adaptability and flexibility while working within a fast-paced, ever changing environment.
• Ability to learn new things quickly.
• Must have excellent time management, leadership aptitude, and organizational skills.
• Must be a motivated, decisive, self-starter and problem solver.
• Must be a strong computer user, including proficiency in the use of the Internet, Excel, Word and Outlook.
• Knowledge of EPIC systems a plus.
• Must be able to work varied hours/shifts as business needs change and evolve.
• Must be able to wear a telephone headset and manipulate objects such as a pen, keyboard and mouse.
• Bilingual skills are a plus.

Benefits

Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.