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HonorHealth Part-Time Coordinator I Customer Navigation Center 20 hours/week - Network Support Services Center in PHOENIX, Arizona

Overview HonorHealth is a non-profit, local community healthcare system serving an area of 1.6 million people in the greater Phoenix area. The network encompasses six acute-care hospitals, an extensive medical group, outpatient surgery centers, a cancer care network, clinical research, medical education, a foundation and community services with approximately 12,300 employees, 3,700 affiliated physicians and 3,100 volunteers. HonorHealth was formed by a merger between Scottsdale Healthcare and John C. Lincoln Health Network. HonorHealth’s mission is to improve the health and well-being of those we serve. As a community healthcare system, we have a unique responsibility to keep our facilities as safe as possible to protect our patients and team members while we work to achieve our mission, “to improve the health and well-being of those we serve.” Therefore, HonorHealth is requiring the COVID-19 vaccine for all current employees and new hires, unless they have an approved exemption, with a deadline to become fully vaccinated by Nov. 1, 2021. Responsibilities Job Summary The primary contact for customers who contact the Customer Navigation Center. Primary role is to optimize care coordination, appointment scheduling and support in-network referrals. Schedule appointments in EMR in alignment with scheduling guidelines based on patient convenience, location and insurance plans. Will also facilitate insurance verification and collects co-payments. Soft call transfers to non-employed specialty physician offices as warranted. Recommend next best actions or cross promotional opportunities to customer to educate on appropriate additional services or health education campaigns. Document all caller information in customer relations management (CRM) tool for marketing follow-up. Respond to inbound inquiries and appointment scheduling requests regarding medical services, specialty referrals via phone, email, work queues or online forms. In addition, will respond to inquiries and registration requests for wayfinding, educational seminars or tour registrations via phone, email or online forms. Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase. Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR). Performs other duties as assigned. Qualifications Education High School Diploma or GED Required Experience 6 months of customer service experience Required Other Typing a minimum of 45 words per minute (WPM) Required