Virtua
Gastroenterology Patient Experience Navigator - Marlton
Virtua, Evans Corner, New Jersey, United States
Overview
At Virtua Health, we exist for one reason - to better serve you. That means being here for you in all the moments that matter, striving each day to connect you to the care you need. We are your partner in health devoted to building a healthier community. We are a Magnet-recognized health system ranked by U.S. News and World Report, with multiple awards for quality, safety, and outstanding work environment. We are affiliated with Penn Medicine for cancer and neurosciences, and the Children’s Hospital of Philadelphia for pediatrics.
Location Marlton - Rt 73 and Brick Road
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
Additional Locations Job Information Gastroenterology
is strongly preferred.
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.
Position Responsibilities
Navigate patients through the continuum of care. Serve as a concierge service to improve customer outcomes for optimal transition of care.
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, classes and Virtua programs.
Provide physician referrals according to callers’ needs. Reduce gaps in care and identify barriers across the care continuum, including arranging transportation and directing patients to financial counseling options.
Ensure language translation is available to patients.
Perform data entry and maintain accurate records with appropriate coding where applicable to ensure proper tracking of leads.
Understand databases such as Epic, Calibrio, CRM, Cisco phone system and Physician database. Deliver monthly reporting demonstrating outcomes and performance of service.
Follow up with patients via telephone and correspondence; collaborate with providers and care teams as necessary.
Maintain confidential records and screens telephone calls; resolve routine inquiries and problems.
Develop understanding of Virtua services including tests, preps and procedures for proper and timely scheduling of all Virtua clinical services. Knowledge of insurance plans, medical terminology and financial assistance programs.
Establish and maintain positive relationships with key customers (physicians, office staff, nurses, etc.).
Reconcile department money reports, process refunds, and handle online credit card transactions for classes in coordination with accounting.
Required Experience
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 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.
Required Education
High school degree or equivalent; associate’s degree preferred.
Training / Certification / Licensure
Healthcare experience including medical terminology and managed care strongly preferred.
Hourly Rate: $18.88 - $28.29. The actual salary/rate will vary based on experience as well as internal equity and market data. Virtua offers a comprehensive benefits package for full-time and part-time colleagues, including medical/prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) and other retirement options; paid time off and sick leave; disability and life insurance; tuition assistance; and an employee assistance program with free counseling sessions. Eligibility for benefits is governed by plan documents and policies.
Benefits For more benefits information, click here.
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Location Marlton - Rt 73 and Brick Road
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
Additional Locations Job Information Gastroenterology
is strongly preferred.
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.
Position Responsibilities
Navigate patients through the continuum of care. Serve as a concierge service to improve customer outcomes for optimal transition of care.
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, classes and Virtua programs.
Provide physician referrals according to callers’ needs. Reduce gaps in care and identify barriers across the care continuum, including arranging transportation and directing patients to financial counseling options.
Ensure language translation is available to patients.
Perform data entry and maintain accurate records with appropriate coding where applicable to ensure proper tracking of leads.
Understand databases such as Epic, Calibrio, CRM, Cisco phone system and Physician database. Deliver monthly reporting demonstrating outcomes and performance of service.
Follow up with patients via telephone and correspondence; collaborate with providers and care teams as necessary.
Maintain confidential records and screens telephone calls; resolve routine inquiries and problems.
Develop understanding of Virtua services including tests, preps and procedures for proper and timely scheduling of all Virtua clinical services. Knowledge of insurance plans, medical terminology and financial assistance programs.
Establish and maintain positive relationships with key customers (physicians, office staff, nurses, etc.).
Reconcile department money reports, process refunds, and handle online credit card transactions for classes in coordination with accounting.
Required Experience
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 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.
Required Education
High school degree or equivalent; associate’s degree preferred.
Training / Certification / Licensure
Healthcare experience including medical terminology and managed care strongly preferred.
Hourly Rate: $18.88 - $28.29. The actual salary/rate will vary based on experience as well as internal equity and market data. Virtua offers a comprehensive benefits package for full-time and part-time colleagues, including medical/prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) and other retirement options; paid time off and sick leave; disability and life insurance; tuition assistance; and an employee assistance program with free counseling sessions. Eligibility for benefits is governed by plan documents and policies.
Benefits For more benefits information, click here.
#J-18808-Ljbffr