Lead Access Center Navigator – Pennsauken (Full Time, Hybrid) Position Available In Burlington, New Jersey

Lead Access Center Navigator – Pennsauken (Full Time, Hybrid) 3.9 3.9 out of 5 stars Marlton, NJ 08053 Hybrid, M-F 8:30a-5p

Summary:

Acts as a leader and resource to the center in the absence of the Manager. Converts callers interested in Virtua Health services into appointments, referrals and utilization of services. Anticipates caller needs and offers additional Virtua services. Acts as a customer liaison, providing excellent service to all callers and projecting a professional, positive image of self and Virtua.

Position Responsibilities:

Make suggestions for process improvement of Access Center. Assist in training new Access Center staff and mentor less experienced co-workers. Daily quality assurance monitoring of staff and providing manager with weekly reports of staff effectiveness along with conducting team meetings. Increase Virtua’s business and patient satisfaction by using excellent customer service skills to navigate patients within Virtua and coordinate all appointments, register for classes and Virtua programs. And provide physician referrals according to the caller’s needs. Sends confirmation letters or appropriate documentation to patients. Adheres to procedures regarding behavioral health calls including emergency referrals. Construct and analyze class rosters, mailing lists and complex data reports along with label requests. Build reports to generate, reconcile money reports and forwards to accounting. Make daily outbound calls to ensure timely patient access through Virtua’s system along with protecting confidentiality of patient. Perform data entry and complete all data records with concise patient information and appropriate coding to ensure proper tracking of leads. Understanding of all databases used such as IDX, Sorian Scheduling, Sharpfocus, NEC phone system and Physician database. Position Qualifications Required /

Experience Required:

Minimum of 5 years customer service or call center experience required. Health care experience including medical terminology and managed care strongly preferred. Excellent computer skills and a good knowledge of various software packages. 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. Must be able to use general office equipment including a multi-line telephone system. Bilingual ability preferred.

Required Education:

High School diploma or equivalent. Associates degree preferred.