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Minimum Qualifications:
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High school graduate or equivalent required.
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A minimum of 2-5 years of healthcare experience, including medical terminology, required.
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Additionally, a minimum of 2-5 years of customer service or community/public interaction required.
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Excellent computer skills and good knowledge of database maintenance required.
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Must have pleasant and professional phone skills with good diction, tone and pace while making accurate decisions.
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Position Summary
The health navigator acts as a liaison to physicians, staff, affiliate physicians and outside consumers, providing referrals to services and expediting appointments based on symptoms and expressed needs of the callers. Has knowledge of all AtlantiCare services, programs, providers and resources.
The health navigator interacts with AtlantiCare staff, affiliate physicians and outside consumers in a professional, pleasant and efficient manner. The health navigator works closely with the Access Center Manager and Director on designated projects and assists in interviewing and training new Access Center staff. Gathers appropriate client information using skills designed to elicit information for an appropriate and efficient response to requests. He/she demonstrates strong problem-solving skills to appropriately respond to complex situations while exhibiting high-level time management skills and flexibility.
The health navigator provides exceptional customer service to all callers, ensuring that adequate time is given to each client and that answers meet their needs. The health navigator assesses caller's needs accurately through telephone conversation. He/she provides appropriate and age-specific AtlantiCare resources. The navigator gathers and documents complete and accurate client information using skills designed to elicit information for an appropriate and efficient response to requests. He/she demonstrates strong problem-solving skills to appropriately respond to complex situations and protects client confidentiality at all times. The health navigator answers all calls in a friendly, timely, courteous and professional manner while dealing with each client compassionately and showing genuine concern for each situation. The health navigator responds to email requests and internet inquiries within specified time frames concisely and accurately in a professional and proper manner.
The health navigator is also responsible for ensuring accurate and complete scheduling of appointments, procedures, tests and diagnostic services provided by the AtlantiCare Regional Medical Center and AtlantiCare Physician Group. While the health navigator position coordinates a wide variety of patient and information flow between physician offices, Pre-Admission Testing and Radiology, it is responsible for understanding the initial patient registration process and the online tools necessary to provide patients with information regarding precertification, referral need, co-payment and medical necessity requirements for services to be rendered. This position communicates and collaborates with Patient Access team members and other hospital personnel to provide quality customer service and smooth transitions.
The health navigator must have strong computer skills, is charged with the development, maintenance, identification and monitoring of the integrity of the AtlantiCare Access Center database. Responsible for developing and completing department/management reports, roster and marketing mailing data requests. The health navigator enters data for all cases/procedures and provides and supports organizational goals by providing quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation.
Qualifications
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Education: High school graduate or equivalent required. Associate's degree preferred.
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Experience: A minimum of 2-5 years of healthcare experience, including medical terminology, required. Managed care experience strongly preferred. Additionally, a minimum of 2-5 years of customer service or community/public interaction required. Excellent computer skills and good knowledge of database maintenance required. Must have pleasant and professional phone skills with good diction, tone and pace while making accurate decisions. Strong written communication skills required, including grammar and spelling. Must have the ability to coordinate a multi-line telephone system. Must be able to use general office equipment.
Performance Expectations
Demonstrates the competencies as established on the Assessment and Evaluation Tool for this position.
Work Environment
Potential for exposure to the hazards and risk of the hospital environment, including exposure to infectious disease, hazardous substances and potential injury. This position requires sitting, standing walking, stooping and crouching a majority of the workday. Ability to lift and transport a minimum of 15 pounds. Works with such equipment as a computer terminal, fax machine, printer and copier.
Reporting Relationship
This position reports to department leadership and may supervise incumbents as assigned.
The above statement reflects the general details considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.
