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Lead Access Center Navigator - Pennsauken (Full Time, Hybrid)

Virtua
life insurance, vision insurance, paid time off, sick time, tuition assistance, 401(k), 403(b)
United States, New Jersey, Pennsauken
Jun 17, 2025
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. Whether that's wellness and prevention, experienced specialists, life-changing care, or something in-between - we are your partner in health devoted to building a healthier community.If you live or work in South Jersey, exceptional care is all around. Our medical and surgical experts are among the best in the country. We assembled more than 14,000 colleagues, including over 2,850 skilled and compassionate doctors, physician assistants, and nurse practitioners equipped with the latest technologies, treatments, and techniques to provide exceptional care close to home. A Magnet-recognized health system ranked by U.S. News and World Report, we've received multiple awards for quality, safety, and outstanding work environment.In addition to five hospitals, seven emergency departments, seven urgent care centers, and more than 280 otherlocations, we're committed to the well-being of the community. That means bringing life-changing resources and health services directly into our communities through ourEat Well food access program, telehealth, home health, rehabilitation, mobile screenings, paramedic programs, and convenient online scheduling. We're also affiliated with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics. Location: Lippincott - 301 Lippincott Drive 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: *Hybrid, M-F 8:30a-5p* Summary: Acts as a leader and resource to the center in the absence of the Manager. Converts callers interested in Virtua Health services into appointments, referrals and utilization of services. Anticipates caller needs and offers additional Virtua services. Acts as a customer liaison, providing excellent service to all callers and projecting a professional, positive image of self and Virtua. Position Responsibilities: * Make suggestions for process improvement of Access Center. Assist in training new Access Center staff and mentor less experienced co-workers. * Daily quality assurance monitoring of staff and providing manager with weekly reports of staff effectiveness along with conducting team meetings. * Increase Virtua's business and patient satisfaction by using excellent customer service skills to navigate patients within Virtua and coordinate all appointments, register for classes and Virtua programs. And provide physician referrals according to the caller's needs. * Sends confirmation letters or appropriate documentation to patients. Adheres to procedures regarding behavioral health calls including emergency referrals. * Construct and analyze class rosters, mailing lists and complex data reports along with label requests. Build reports to generate, reconcile money reports and forwards to accounting. * Make daily outbound calls to ensure timely patient access through Virtua's system along with protecting confidentiality of patient. * Perform data entry and complete all data records with concise patient information and appropriate coding to ensure proper tracking of leads. * Understanding of all databases used such as IDX, Sorian Scheduling, Sharpfocus, NEC phone system and Physician database. Position Qualifications Required / Experience Required: Minimum of 5 years customer service or call center experience required. Health care experience including medical terminology and managed care strongly preferred. Excellent computer skills and a good knowledge of various software packages. Pleasant and professional phone skills with good diction, tone and pace. Strong written and communication skills required 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. Bilingual ability preferred. Required Education: High School diploma or equivalent. Associates degree preferred. Hourly Rate: $19.99 - $29.99 The actual salary/rate will vary based on applicant's experience as well as internal equity and alignment with market data. Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including, but not limited to: medical/prescription, dental and vision insurance; health and dependent care flexible spending accounts; 403(b) (401(k) subject to collective bargaining agreement); paid time off, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, colleague and dependent life insurance and supplemental life and AD&D insurance; tuition assistance, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies. For more benefits information click here.