Gastroenterology Patient Experience Navigator - Marlton

Overview

Gastroenterology strongly preferred.

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, register for classes and Virtua programs, and provide physician referrals according to callers’ needs.
• Assist with reducing gaps in care by identifying and helping patients overcome barriers across the care continuum, including arranging transportation to appointments, directing patients to financial counseling options, and ensuring language translators are available.
• Perform data entry and complete all data records with concise patient information and appropriate coding to ensure proper tracking of leads. Understand databases used 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 and collaborate with providers and care team as necessary. Maintain confidential records and files, screen telephone calls, and resolve routine inquiries / problems.
• Develop a thorough understanding of Virtua services including tests, preps and procedures for proper and timely scheduling of all Virtua clinical services. Possess knowledge of insurance plans, medical terminology and financial assistance programs.
• Responsible for outreach efforts 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

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