[Hiring] Access Center Navigator @Virtua Health

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Role Description

Serves as a point of contact for referring physicians, patients, and caregivers to provide assistance with assessing physician services offered within Virtua.

  • Convert callers interested in Virtua Health into appointments, referrals, and utilization of services.
  • Serve as a liaison between referring physicians, patients, specialists, and team members.
  • Navigate patients through the continuum of care.
  • Serve as a concierge service to improve customer outcomes for optimal transition of care.
  • Increase Virtua’s business and patient satisfaction by using excellent customer service skills.
  • Coordinate all appointments for services, consults, register for classes and Virtua programs.
  • Provide physician referrals according to the caller's needs.
  • Reduce gaps in care and help patients overcome barriers across the care continuum.
  • Arrange transportation to appointments and direct patients to financial counseling options.
  • Ensure language translators are available to patients.
  • Perform data entry and complete all data records with concise patient information and appropriate coding.
  • Understand all databases used such as Epic, Calibrio, CRM, Cisco phone system, and Physician database.
  • Deliver monthly reporting demonstrating outcomes and performance of service.
  • Follow up with patients via telephone and correspondence.
  • Collaborate with providers and care team as necessary.
  • Maintain confidential records and files/screens telephone calls and resolves routine inquiries/problems.
  • Develop a thorough understanding of Virtua services including tests, preps, and procedures.
  • Have knowledge of insurance plans, medical terminology, and financial assistance programs.
  • Responsible for outreach efforts to establish and maintain positive working relationships with key customers.
  • Reconcile department money reports along with refunds and send to accounting department.
  • Process credit cards for appropriate classes and monitor online credit card transactions.

Qualifications

  • A minimum of 2-3 years of customer service or call center experience required.
  • Pleasant and professional phone skills with good diction, tone, and pace.
  • Strong written and communication skills required including grammar and spelling.
  • Ability to work quickly while making accurate decisions is required.
  • Must be able to use general office equipment including multi-line telephone system.

Requirements

  • High school degree or equivalent, associate’s degree preferred.
  • Health care experience including medical terminology and managed care strongly preferred.

Benefits

  • Medical/prescription, dental and vision insurance.
  • Health and dependent care flexible spending accounts.
  • 403(b) (401(k) subject to collective bargaining agreement).
  • Paid time off and paid sick leave as provided under state and local paid sick leave laws.
  • Short-term disability and optional long-term disability.
  • Colleague and dependent life insurance and supplemental life and AD&D insurance.
  • Tuition assistance.
  • Employee assistance program that includes free counseling sessions.
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