Patient Access Navigator

UVM Health - Central Vermont Medical Center; Berlin (VT); On-site; USD 42,000 - 52,000; Full time

Job summary

UVM Health - Central Vermont Medical Center in Berlin, VT is seeking a Patient Access Navigator for 100% on-site work. The role supports scheduling, registration, insurance and payer eligibility management, as well as ADT order activities, delivering a courteous and efficient patient experience.

You will collaborate across departments, uphold regulatory requirements, and mentor staff while maintaining calm under pressure.

Qualifications

• Proficient with computers and high keyboarding activity
• Strong interpersonal communication and problem-solving skills
• Knowledge of medical terminology is preferred
• Understanding of healthcare regulatory requirements related to payer authorization and billing

Responsibilities

• Coordinate scheduling, registration, insurance and payer eligibility management.
• Manage ADT order processing to support operations.
• Deliver exceptional customer service to patients, families and visitors.
• Serve as a mentor and resource for staff to support service recovery and smooth operations.

Skills

Customer service

Verbal communication

Multitasking

Problem solving

Typing speed

Tools

Microsoft Office

Job description

Position Summary

This position is 100% onsite work located in Berlin, VT. This position is scheduled to work Monday-Friday, 8:30AM-5:00PM. 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.