Job Description

Overview

Gastroenterology Patient Experience Navigator - Camden

Location and Type

Location: Lourdes Health System - 1600 Haddon Ave

Remote Type: On-Site

Employment Type: Employee

Employment Classification: Regular

Time Type: Full time

Work Shift: 1st Shift (United States of America)

Total Weekly Hours: 40

Base Pay

$18.88/hr - $28.29/hr

Job Summary

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.

Responsibilities

• Navigate patients through the continuum of care. Serve as a concierge service to improve better customer outcomes for optimal transition of care.
• Increase Virtuas 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 caller's needs.
• Reduce gaps in care, identify and help 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.
• Understand databases used such as Epic, Calibrio, CRM, Cisco phone system and Physician database. Delivers monthly reporting demonstrating outcomes and performance of service.
• Follow-up with patients via telephone and correspondences and collaborate with providers and care team as necessary. Maintain confidential records and files, screen telephone calls and resolve routine inquiries/problems.
• Develop thorough understanding of Virtua services including tests, preps and procedures for proper and timely scheduling of all Virtuas clinical services. Have knowledge of insurance plans, medical terminology and financial assistance programs.
• Outreach 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.

Qualifications / Required Experience

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

Education

• High school degree or equivalent; associates degree preferred.

Training / Certification / Licensure

• Healthcare experience including medical terminology and managed care strongly preferred.

Benefits

Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including 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, life insurance and dependent life insurance; tuition assistance, and an employee assistance program with free counseling sessions. Eligibility for benefits is governed by plan documents and policies.

Seniority and Job Types

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other, Information Technology, and Management
• Industries: Hospitals and Health Care

#J-18808-Ljbffr

Job Tags

Full time, Temporary work, Part time, Work at office, Local area, Remote work, Flexible hours, Shift work, Day shift,

Similar Jobs