Experience Navigator- Emergency Department (Part Time)
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. Serves as a liaison between referring physicians, patients, and specialists and team members.
Navigate patients through the continuum of care. Serve as a concierge service to improve better customer outcomes for optimal transition of care. Also increase Virtua’s business and patient satisfaction by using excellent customer service skills to navigate patients within Virtua and coordinate all appointments for services, consults, register for classes and Virtua programs, provide physician referrals according to the callers needs. Part of the healthcare delivery service, reducing gaps in care, identifying and helping a patient overcome possible barriers across the care continuum including arranging transportation to appointments, directing patients to financial counseling options, assuring that language translators are available to patient.
Perform data entry and complete all data records with concise patient information and appropriate coding where appropriate to ensure proper tracking of leads. Understanding of all databases used such as Epic, Calibrio, CRM, Cisco phone system and Physician database. Delivers monthly reporting demonstrating outcomes and performance of service.
Follows-up with patients via telephone and correspondences and collaborates with providers and care team as necessary. Maintains confidential records and files/screens telephone calls and resolves routine inquiries/problems.
Develop a thorough understanding of Virtua services including tests, preps and procedures for the proper and timely scheduling of all Virtua’s clinical services. Have knowledge or understanding of insurance plans, medical terminology and financial assistance programs.
Responsible for outreach efforts to establish and maintain positive working relationships with key customers (physicians, office staff, nurses, etc.)
Reconcile department money reports along with refunds then send to accounting department and process credit cards for appropriate classes with monitor online credit card transactions.
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.
High school degree or equivalent, associate’s degree preferred.
Training / Certification / Licensure:
Health care experience including medical terminology and managed care strongly preferred.
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