Emergency Department Navigator

Job Details

Job Description

Essential Functions
* Must display a genuine interest in providing excellent Customer Experience that aligns with business goals related to patient access throughout the landscape
* Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
* Ability to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for 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 and organizational skills.
* Must be a strong computer user, including proficiency in the use of the Internet, Excel, Word and Outlook. Epic knowledge a plus.
* Intervene in crisis situations and negotiate resolutions between conflicted parties.
* Coordinates patient access by assisting with appointment scheduling across entire enterprise, escalating issues, and advocating for patients
* Serves as team member to support strategic plans, goals, and strategies with particular emphasis on patient access and patient partnership
* Analyzes access data and provides updates/reports as well as trends noted on tracking of referral and access data to practice leadership
* Maintains focus on attaining productivity standards and recommends innovative approaches for enhancing performance and productivity.
* Participates in the training and orientation of new colleagues as well as re-education for practice support.
* Serves as subject matter expert for access improvements, data tracking, and standard work.
* Work with patient experience and guest services teams assisting with patients and family complaints complying with federal regulations, HIPPA, CMS guidelines and patients' rights laws.
* Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
* Other Duties assigned.

Competencies (Knowledge, Skills, and Abilities Required):

• Must be able to communicate courteously with patients and/or visitors.
• Willingness to provide and support a positive Jefferson Experience for all patients and/or visitors.
• Ability to work on multiple tasks with interruptions and adapt to rapidly changing priorities.
• Must possess self-motivation, excellent interpersonal and communication skills.
• Demonstrated mediation, conflict resolution and crisis intervention skills required.
• Advanced computer and typing skills; With knowledge on constructing charts and graphs.
• Ability to maintain confidentiality of patient information.
• EMR Training
• Knowledge and working use of medical terminology
  

Minimum Education and Experience Requirements:
Education:
HS diploma or equivalent required

AND
Experience:
* Prior experience within a Customer Service, Contact Center or scheduling environment, preferably within a Healthcare environment.
* Two years' experience in or knowledge of any of the following is preferred: central scheduling, medical terminology, insurance verification, registration, or hospital/physician office.

Salary Range

The actual hiring rate will be determined based on candidate experience, skills and qualifications. This position is not eligible for an annual incentive.

Work Shift

Worker Sub Type

Primary Location Address

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

Benefits

At Jefferson, we offer a comprehensive total rewards package designed to support the health and well-being of our colleagues and their families. It includes a wide range of benefits including competitive pay, health and retirement benefits, life and disability insurance, paid time off, educational benefits, financial and mental health resources and much more. Our diverse benefits offerings ensure you have the coverage and access to services you need to thrive both personally and professionally.