Lead HCA Patient Access Specialist - Cooper University Hospital

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs.  Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.

Discover why Cooper University Health Care is the employer of choice in South Jersey.

A Lead Navigator’s responsibilities include but are not limited to various activities related to an extension of leadership while supporting the Navigator Team, and patient intake. Serves as the resource for community resources in the Emergency Room and Urgent Care Centers for all incoming and outgoing patients. Must ensure quality patient registration and scheduling, point of service collections, positive telephone etiquette, and customer satisfaction in support of Cooper University Hospital Mission and Core Values. Must be able to work independently and as a team with an enthusiastic personality. Acts as an excellent role model and customer service resource.

A Lead Navigator must have strong organizational skills along with the ability to think on their feet when faced with new situations that arise throughout each day within a professional medical environment. Responsible for retaining patients in the Cooper Health System whenever possible by scheduling directly in EPIC EMR Cadence in HCA Template, Central Scheduling, and calling physicians’ offices directly. In addition to completing all registrations in designated area. Works closely with both primary care physicians and physicians in all specialty areas to coordinate patient’s care plan per provider request. Position will cover all discharged patients on IP units, CDU, Urgent Care Centers, Cooper Camden ED, Salem ED, and other hospital-based care areas as deemed in scope. In addition to completing audits for scheduled encounters, registration, and inbound calls. Works closely with Cooper Institute leaders, providers, and HCA stakeholders to centralize, and standardize best practice in efforts to reduce denials.

• High school diploma required; Associate college preferred.

• Strong Customer Service utilizing AIDET to ensure the objective of meeting the patient’s needs.
• Independently controls and monitors workflow during process to ensure quality and accuracy in all encounters.
• Schedule PCP follow up within 7 days of discharge from inpatient. If patient has no PCP will assist with obtaining new PCP.
• Verification and data entry of all required registration and scheduling components during each encounter. This includes but is not limited to patient demographics, insurance verification, plan codes, authorizations/referrals, orders, guarantor type, HAR/patient class, room patients when applicable.
• Inform patients of billing policies and managed care referral and/or pre-authorization requirements including Out of Network services.
• Insurance and benefit verification – utilize RTE and various payer portals to verify eligibility and benefits for services being provided. This may include plan codes, eligibility, coordination of benefits and subscriber information.
• Orders – Review EPIC and outside orders to ensure order follows all compliance requirements. This includes but is not limited to ANC Orders, Lab orders, Procedural orders, and PT/OT work orders, Media Manager, etc.
• Point of Service Collections – need to capture and ensure collection of self-pay costs, estimates, copays, and past due payments. This includes processing refunds, printing receipts, and printing past due statements. Daily reconciliation of user cash drawer.
• Complete Payment Plans to secure future payments and educate the patients on their financial responsibility.
• Compliance Forms – Capture all required consent forms at time of service including Out of Network forms.
• Track and report weekly on all scheduled services.
• Float to other ED, Inpatient, Urgent Care Centers Navigation work areas, as needed, to assist with patient access to Cooper services.
• Responsible for EMR documentation/tasks in telephone encounters, in-baskets, e-fax, work queues as assigned.
• Assist and function as liaison for the supervisor/manager in patient scheduling issues, training, education, communication, and problem solving.
• Audit scheduled and registered encounters and review with team members.
• Collaborate with EPIC Analysts to create dashboards, reporting tools, and accountable for monitoring open help desk tickets within scope of responsibilities.
• Track inventory, order office supplies/forms, assist in scheduling meetings, taking minutes etc.