Access Navigator, Access & Navigation, Full Time, Day

Valley Health System; Mahwah (NJ); On-site; USD 33,000 - 42,000; Full time

Benefits offered by this job

Medical discount

Life Insurance

FSAs and commuter benefits

Voluntary benefits

Paid holidays and PTO

Retirement plan

Tuition assistance

EAP

Fitness center discount

Day care discounts

Job summary

Valley Health System is seeking an Access Navigator to be the primary contact in a high-volume call center. You will assist with scheduling appointments, coordinating referrals, and ensuring patients access services within VMG and The Valley Hospital.

The role emphasizes professionalism, empathy, and efficient handling of inquiries to drive smooth patient experiences. Ideal candidates have an associates degree or equivalent experience in VMG scheduling, healthcare terminology, and 2–3 years of

Qualifications

• Associates degree required; alternatively 1 year as a VMG specialty BA or 3 years in Valley scheduling.
• Health care knowledge including medical terminology and managed care.
• 2-3 years of customer service and call center experience preferred.

Responsibilities

• Serve as primary contact in high-volume call center and provide exceptional customer service.
• Assist with scheduling appointments and coordinating referrals.
• Facilitate access to services within VMG and The Valley Hospital.
• Communicate with patients, caregivers, and providers to support continuity of care.

Skills

Customer service

Communication

Multitasking

Empathy

Phone skills

Education

Associates degree

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.