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Lead Access Center Navigator - Pennsauken (Full Time, Hybrid)
Job ID: R1053570 Type: Full Time Location: Marlton, New Jersey Standard Hours: 40 Shift: 1st ShiftActs 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.
Hourly Rate: $19.99 - $29.99 The actual salary/rate will vary based on applicant’s experience as well as internal equity and alignment with market data.
Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including, but not limited to: 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, 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, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.
For more benefits information click here.
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