Access Navigator, Access & Navigation, Full time, Day

Valley Health System; Mahwah (NJ); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Medical/Dental/Vision benefits (Full T

Retirement Plan

Tuition Assistance

Employee Assistance Program (EAP)

Wellness Time Off

Discount programs

Job summary

Valley Health System in Mahwah, NJ is seeking an Access Navigator to serve as the primary contact in a high-volume call center, delivering compassionate service to patients and providers while coordinating appointments and referrals. The role requires an associates degree or equivalent experience, healthcare knowledge, and excellent communication skills.

You will work days in a on-site setting to support continuity of care.

Qualifications

• Associates degree required; or 1 year in a VMG specialty office or 3 years in Valley scheduling.
• Healthcare experience and knowledge of medical terminology preferred.
• Strong communication and interpersonal skills with diverse populations.

Responsibilities

• Serve as primary contact in high-volume call center, assisting with scheduling and referrals.
• Coordinate referrals and help patients access Valley Hospital services.
• Communicate professionally with patients, families, and providers to ensure continuity of care.
• Convert calls into scheduled appointments and service utilization.

Skills

Active listening

Empathy

Effective communication

Interpersonal skills

Phone etiquette

Attention to detail

Education

Associates degree required

1 year VMG office OR 3 years Valley scheduling

Job description

Position Summary

Serves as the primary point of contact in a high-volume call center environment, providing exceptional customer service to patients, referring physicians, caregivers and the community. Assists with scheduling appointments, coordinating referrals, and facilitating access to services within VMG and The Valley Hospital. Ensures a seamless and positive patient experience by addressing inquiries with professionalism, empathy, and efficiency. Converts calls into scheduled appointments and service utilization while acting as a liaison between referring providers, patients, and specialists to support continuity of care.

Position Summary

Serves as the primary point of contact in a high-volume call center environment, providing exceptional customer service to patients, referring physicians, caregivers and the community. Assists with scheduling appointments, coordinating referrals, and facilitating access to services within VMG and The Valley Hospital. Ensures a seamless and positive patient experience by addressing inquiries with professionalism, empathy, and efficiency. Converts calls into scheduled appointments and service utilization while acting as a liaison between referring providers, patients, and specialists to support continuity of care.

Education

Associates degree required. In lieu of a degree a minimum of 1 year as a BA in a VMG specialty office or a minimum of 3 years in a Valley scheduling position.

Experience

Health care experience, including medical terminology and managed care, call center experience and 2-3 years of customer service strongly preferred.

Skills

The Access Navigator must be able to: work cooperatively and communicate effectively with a wide range of individuals, including patients and family members from diverse socioeconomic and cultural backgrounds, health care professional colleagues and external health- and service-focused organizations. Employ active listening and remain solutions-oriented in interactions with patients, families and members of the health care team. Demonstrate empathy, integrity, honesty and compassion in difficult conversations. Apply insight and understanding about emotions and human responses to emotions to create and maintain positive interpersonal interactions. Apply knowledge of the difference in roles between clinically licensed and non-licensed professionals and act within professional boundaries. Ability to navigate the health care system in effort to obtain necessary information. Ideal candidate is self-motivated, demonstrates initiative and is extremely detail oriented. Demonstrates excellent communication, organizational, and interpersonal skills. 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 is required. Must be able to use general office equipment including multi-line telephone system.

Job Location

960 MacArthur Blvd Mahwah NJ Access & Navigation

Shift

Day (United States of America)

Benefits

• Medical/Prescription, Dental & Vision Discount Program (Full Time/Part Time Employees)
• Group Term Life Insurance and AD&D(Full Time Employees)
• Flexible Spending Accounts and Commuter Benefit Plans
• Supplemental Voluntary Benefits ( e.g. Short-term and Long-term Disability, Whole Life Insurance, Legal Support, etc.)
• 6 Paid Holidays, Paid Time Off (varies), Wellness Time Off, Extended Illness
• Retirement Plan
• Tuition Assistance
• Employee Assistance Program (EAP)
• Valley Health LifeStyles Fitness Center Membership Discount
• Day Care Discounts for Various Daycare Facilities

Salary

Joining Valley Health System means becoming part of a dedicated team that values the highest quality of care in a supportive environment. In our commitment to high performance and reliability, we encourage and recognize exceptional individual performance through our industry leading compensation practices including a starting salary and benefits in accordance with your role, experience, education, and licensure. Actual individual salaries vary depending on these factors. The salary listed does not include other forms of compensation or benefits.

Pay Range: $24.14 - $30.17 (per hour)

EEO Statement

Valley Health System does not discriminate on the basis of ancestry, age, atypical hereditary cellular or blood trait, civil union status, color, creed, disability, domestic partnership, gender, gender identity or expression, familial status, genetic information, liability for service in the Armed Forces of the United States, marital status, medical condition or illness, mental or physical handicap, national origin, nationality, perceived disability, pregnancy, race, refusal to submit to genetic testing or make available results of such tests, religion, sex, sexual orientation, veteran’s status or any other protected basis, in accordance with all applicable Federal, State and Local laws. This applies to all areas of employment, including recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment.