Access Navigator, Access & Navigation, Full Time, Day
Valley Health System
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.
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.
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.
Requirements
- Associates degree required
- In lieu of a degree, minimum 1 year as a BA in a VMG specialty office or minimum 3 years in a Valley scheduling position
- Health care experience including medical terminology and managed care strongly preferred
- Call center experience strongly preferred
- 2-3 years of customer service strongly preferred
- Strong written and communication skills including grammar and spelling
- Ability to work quickly while making accurate decisions
- Must be able to use general office equipment including multi-line telephone system
Benefits
- Medical, Dental & Vision
- Group Term Life & AD&D
- Flexible Spending Accounts
- Commuter Benefit Plans
- Short & Long-Term Disability
- Whole Life Insurance
- Legal Support
- 6 Paid Holidays
- Paid Time Off
- Wellness Time Off
- Extended Illness
- Retirement Plan
- Tuition Assistance
- Employee Assistance Program
- Fitness Center Discount
- Day Care Discounts
Company overview
The Valley Health System is an integrated healthcare network serving Las Vegas and Southern Nevada, operating as a subsidiary of Universal Health Services, Inc. (UHS). Established in 1979, the system has grown to become the largest provider of healthcare services in Southern Nevada, serving over two million residents across the region. The network comprises six acute care hospitals, two specialty hospitals, seven freestanding emergency departments, and numerous outpatient facilities and physician practices. Key hospitals include Centennial Hills Hospital Medical Center, Henderson Hospital, Spring Valley Hospital Medical Center, Summerlin Hospital Medical Center, Valley Hospital Medical Center, and West Henderson Hospital. The system offers comprehensive medical services including emergency care, cardiovascular services, neurosciences, maternity and women's health, orthopedics, oncology, behavioral health, and specialized programs in stroke and heart attack care. All Valley Health System hospitals are accredited by The Joint Commission and consistently earn national recognition for quality care, with certifications from the American Heart Association and American Stroke Association. The organization employs over 9,000 healthcare professionals dedicated to providing patient-centered care while also serving as a teaching institution with graduate medical education programs and clinical training opportunities for future healthcare providers.