Gastroenterology Patient Experience Navigator - Camden

Overview

Gastroenterology 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 and act as a concierge 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 the callers’ needs.
• Support the healthcare delivery service by reducing gaps in care, 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 data records with concise patient information and appropriate coding 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 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. Have knowledge of insurance plans, medical terminology and financial assistance programs.
• Establish and maintain positive working relationships with key customers (physicians, office staff, nurses, etc.).
• Reconcile department money reports along with refunds and send to accounting; process credit cards for appropriate classes with monitor online credit card transactions.

Required Experience

Required Education

Training / Certification / Licensure

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