PATIENT ACCESS NAVIGATOR II
Cooper University Health Care, Cape May Court House, NJ, United States
Short Description
Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines, including Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. They thrive in a fast‑paced environment, multitask efficiently, are technically savvy, service‑oriented, communicate effectively, and consistently display a professional demeanor. They deliver an exceptional experience to patients, customers, and physicians by facilitating patient access throughout Cooper’s provider network.
Responsibilities
Provide support to the Access Center management team related to escalations, patient complaints, new‑hire onboarding, and training/cross‑training.
Provide technical and operational support in the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center.
Support the Learning and Quality function for training and quality monitoring across the Patient Access Center, reviewing individual or team audit reports to identify training needs.
Act as a subject‑matter expert and deliver high‑quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.
Experience Required
2+ years of direct experience in a Customer Service, Contact Center, or scheduling environment, preferably within Healthcare.
1–2 years of experience with Acombina, including troubleshooting and testing; strong technical proficiency including EPIC, Outlook, IDX, Excel, and Word.
Preferred knowledge of central scheduling, medical terminology, insurance verification, registration, or hospital/physician office processes.
Education Requirements
High School diploma or equivalent.
Special Requirements
Demonstrate a genuine interest in providing an excellent Customer Experience aligned with Cooper’s business goals.
Show excellent escalation skills in handling customer complaints independently and assist co‑workers with escalations.
Exhibit strong oral and written communication skills with the ability to articulate information and directions clearly.
Be a team player with a genuine interest in resolving customer issues and collaborate effectively.
Successfully handle more than the required number of physician specialties for a fully functional Navigator 1.
Maintain or exceed minimum quantitative and qualitative performance metrics defined for the position.
Analyze issues and quickly identify the best resolution, demonstrating solid decision‑making skills.
Adapt and flexibly work within a fast‑paced, ever‑changing environment, learning new things quickly.
Show excellent time management, leadership aptitude, and organizational skills.
Be a motivated, decisive, self‑starter and problem solver.
Be a strong computer user, proficient with Internet, Excel, Word, and Outlook.
Possess knowledge of EPIC systems (a plus).
Work varied hours/shifts as business needs change and evolve.
Wear a telephone headset and manipulate a pen, keyboard, and mouse.
Bilingual skills are a plus.
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Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines, including Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. They thrive in a fast‑paced environment, multitask efficiently, are technically savvy, service‑oriented, communicate effectively, and consistently display a professional demeanor. They deliver an exceptional experience to patients, customers, and physicians by facilitating patient access throughout Cooper’s provider network.
Responsibilities
Provide support to the Access Center management team related to escalations, patient complaints, new‑hire onboarding, and training/cross‑training.
Provide technical and operational support in the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center.
Support the Learning and Quality function for training and quality monitoring across the Patient Access Center, reviewing individual or team audit reports to identify training needs.
Act as a subject‑matter expert and deliver high‑quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.
Experience Required
2+ years of direct experience in a Customer Service, Contact Center, or scheduling environment, preferably within Healthcare.
1–2 years of experience with Acombina, including troubleshooting and testing; strong technical proficiency including EPIC, Outlook, IDX, Excel, and Word.
Preferred knowledge of central scheduling, medical terminology, insurance verification, registration, or hospital/physician office processes.
Education Requirements
High School diploma or equivalent.
Special Requirements
Demonstrate a genuine interest in providing an excellent Customer Experience aligned with Cooper’s business goals.
Show excellent escalation skills in handling customer complaints independently and assist co‑workers with escalations.
Exhibit strong oral and written communication skills with the ability to articulate information and directions clearly.
Be a team player with a genuine interest in resolving customer issues and collaborate effectively.
Successfully handle more than the required number of physician specialties for a fully functional Navigator 1.
Maintain or exceed minimum quantitative and qualitative performance metrics defined for the position.
Analyze issues and quickly identify the best resolution, demonstrating solid decision‑making skills.
Adapt and flexibly work within a fast‑paced, ever‑changing environment, learning new things quickly.
Show excellent time management, leadership aptitude, and organizational skills.
Be a motivated, decisive, self‑starter and problem solver.
Be a strong computer user, proficient with Internet, Excel, Word, and Outlook.
Possess knowledge of EPIC systems (a plus).
Work varied hours/shifts as business needs change and evolve.
Wear a telephone headset and manipulate a pen, keyboard, and mouse.
Bilingual skills are a plus.
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