Access Center Navigator - Remote

Hours: 40 hours per week; Monday through Friday from 8:30 AM to 5:00 PM EST.

Location: Fully Remote

Job Profile Summary

This role focuses on activities related to revenue cycle operations such as billing, collections, and payment processing. In addition, this role focuses on performing the following Patient Access duties: Performs the administrative and financial-clearance duties necessary to facilitate the procurement of clinical services by patients. Collects patient's necessary demographic and financial information from physician offices, acute-care entities, or the patients themselves, schedules services for patients, and handles referrals from primary care doctors to ensure patients are scheduled for recommended appointments/procedures, etc. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation.

Job Overview

The position is responsible for managing patient scheduling and registration processes in a healthcare setting, ensuring the efficient and accurate handling of appointment workqueues in Epic Cadence. This role requires exceptional customer service skills, attention to detail, and the ability to work collaboratively with clinics to optimize patient access and provider schedules. The position involves direct communication with patients and healthcare providers, managing both inbound and outbound phone queues, and handling online appointment requests. In addition, the Navigator supports data accuracy, patient follow-ups, and ensures a seamless scheduling experience in a high-volume, fast-paced environment.

Job Description

Minimum Qualifications:

1. High school diploma

2. Three (3) years of customer service or patient experience

Preferred Qualifications:

1.Associates Degree

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1.Epic Workqueue Management: Proficiently utilize Epic workqueues to schedule, reschedule, and cancel patient appointments.

2.Review and manage appointment follow-up actions, ensuring timely resolution.

3.Actively monitor and maintain accuracy in patient appointment data.

4.Scheduling and Registration: Collect and verify patient demographic, insurance, and clinical information to ensure eligibility and completeness.

5.Ensure the accuracy of patient demographic, insurance, and clinical data in the Epic system.

6.Maintain compliance with healthcare regulations, privacy standards, and organizational policies.

7.Accurately schedule appointments to maximize provider availability and clinic efficiency using Epic Cadence and related tools.

8.Resolve scheduling conflicts by coordinating directly with patients and clinic staff.

9.Customer Service and Communication: Handle inbound and outbound calls, addressing patient inquiries about appointments, insurance eligibility, and registration.

10.Serve as a point of contact for patients, clinic staff, and providers regarding scheduling inquiries.

11.Contact patients to confirm or adjust appointments and provide detailed visit preparation instructions.

12.Respond to electronic communications and web-based appointment requests promptly.

13.Collaborative Operations: Work closely with clinic teams to ensure smooth scheduling operations and adherence to policies.

14.Participate in regular team meetings, training, and Epic system updates to stay informed of process improvements.

15.Maintain professional and courteous communication with patients, providers, and other healthcare staff.

16.Administrative Duties:Utilize tools such as Microsoft Teams, Microsoft OneNote, and Amazon Connect/AWS for efficient communication and task management.

17.Monitor and meet key performance metrics, including call resolution, accuracy, and efficiency.

18.Keep up-to-date with organizational changes and protocols through regular email and chat communications.

Physical Requirements:

1. Occasionally lift and/or move up to 25 lbs.

2. This is largely a sedentary role, which involves sitting most of the time, but may involve movements such as walking, standing, reaching, ascending/descending stairs and operating office equipment.

3. Frequently required to speak, hear, communicate and exchange information.

4. Ability to see and read computer displays, read fine print, and/or normal type size print and distinguish letters, numbers and symbols.

Skills & Abilities:

1.Knowledge of Epic systems, including Epic Cadence.

2.Experience in a healthcare environment, particularly in patient access or scheduling roles.

3.Familiarity with health insurance processes, including Medicare, Medicaid, and third-party billing.

4.Proficiency in Microsoft Office Suite or similar software.

5.Experience in high-volume, fast-paced settings.

6.Strong organizational skills and attention to detail.

7.Excellent oral, written, and interpersonal communication skills.

8.Ability to adapt to frequent changes in a complex work environment.

9.Knowledge of medical terminology and diagnostic procedures.

10.Demonstrates problem-solving skills and a proactive approach to challenges.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.