Patient Access Navigator II

Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines. This includes Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. Patient Navigators thrive on working in a fast-paced environment, have a strong ability to multi-task, are technically savvy, service-oriented, communicate effectively, and consistently display a professional demeanor.

What You Will Do

Delivers an exceptional experience to patients, customers, and physicians who contact the Access Center by facilitating patient access throughout Cooper's provider network. Provides support to the Access Center management team related to escalations, patient complaints, new hire onboarding, and training/cross-training.

Why It Might Be a Fit

Must display a genuine interest in providing an excellent Customer Experience that aligns with Cooper's business goals related to patient access throughout the Cooper landscape. Must be a team player with a genuine interest in resolving customer issues, enjoy interacting and working collaboratively in a team environment, and be able to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for the position.

Requirements

• 2+ years of direct experience within a Customer Service, Contact Center, or scheduling environment, preferably within a Healthcare environment.
• 1-2 years' experience with Acombina, including troubleshooting and testing; strong technical proficiency including EPIC, Outlook, IDX, Excel, and Word.
• High School diploma or equivalent required
• Must display a genuine interest in providing an excellent Customer Experience that aligns with Cooper's business goals related to patient access throughout the Cooper landscape.
• Excellent escalation skills in handling customer complaints independently and assist co-workers with patient escalations.
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Team player with a genuine interest in resolving customer issues.
• Ability to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for the position.
• Ability to analyze issues and quickly identify the best resolution for the situation; solid decision-making skills.
• Must demonstrate adaptability and flexibility while working within a fast-paced, ever-changing environment.
• Ability to learn new things quickly.
• Must have excellent time management, leadership aptitude, and organizational skills.
• Must be a motivated, decisive, self-starter, and problem solver.
• Must be a strong computer user, including proficiency in the use of the Internet, Excel, Word, and Outlook.
• Knowledge of EPIC systems a plus.
• Must be able to work varied hours/shifts as business needs change and evolve.
• Must be able to wear a telephone headset and manipulate objects such as a pen, keyboard, and mouse.
• Bilingual skills are a plus.

Benefits

• Comprehensive benefits program, including health, dental, vision, life, disability, and retirement.
• Attractive working conditions and opportunities for career growth through professional development.