What are the responsibilities and job description for the Patient Access Navigator position at The University of Vermont Health Network?
This role is 100% onsite in Berlin, VT and is scheduled to work Monday-Friday, 12:30PM-9:00PM. This position has required participation in a weekend call rotation for pager coverage Friday evening through Sunday evening. Holidays are not required, but you are welcome to sign up for shifts that meet your availability and department needs. Orientation for this position includes a two-week training scheduled 8:30am-5:00pm at The University of Vermont Medical Center in South Burlington, VT.
Detail-oriented customer service, administrative, and healthcare professionals will enjoy the Patient Access Navigator position, which is responsible for patient check-in for Central Vermont Medical Center’s hospital outpatient services. In this entry-level role, you will provide a top-notch start to your friends’ and neighbors’ patient experience at the medical center. After confirming and updating demographic and insurance information, you will provide clear direction to patients about the next steps during their visit to CVMC. This patient-facing positions offers career growth opportunity; after one year of experience and passing a certification exam, you can advance to the next level of this position.
Prior customer service, healthcare, or office administration is helpful. Computer skills like typing and navigating multiple computer systems will benefit you as well. Epic EMR experience a plus.
POSITION SUMMARY
The Patient Access Navigator is a fundamental part of the patient experience and is a key contributor to the financial health of the organization. The navigator coordinates scheduling, registration, insurance and payer eligibility management and financial screening activities as well as ADT order management activities to provide an exceptional customer service experience for patients, families and visitors. The incumbent navigates complex regulatory requirements while coordinating activities across multiple disparate information systems to support physician and hospital operations while delivering a caring message in a streamlined, transparent and cohesive process. The navigator will serve as a mentor and resource for staff, providing support, direction and where needed, service recovery.
BASIC KNOWLEDGE
Obtaining NAHAM [or HBI] certification and maintaining certification requirements is encouraged. The ideal candidate has a customer service orientation and a willingness to partner with colleagues and the patients we serve; an ability to listen effectively on the telephone or in person and react appropriately to resolve issues and exceed expectations. Must be proficient in the use of personal computers, strong key-boarding skills and ability to multi-task across multiple software applications. Must possess excellent interpersonal communication, problem-solving, and organizational skills. Knowledge of medical terminology, diagnostic coding strongly preferred. Knowledge of healthcare regulatory requirements, specifically payer related sufficient to facilitate compliant billing and authorization management. Must possess strong time management skills, ability to prioritize, multi-task and work effectively with multiple interruptions. Microsoft application experience required. Ability to work in high stress environments while maintaining composure. Minimum of 7 hours keyboarding per day is expected; for pre-service operations telephony in a call center environment is required.
EXPERIENCE
Requires ability to diffuse angry customers and handle pressure with excellent verbal communication skills. Demonstrated experience dealing effectively and compassionately with sensitive situations.
