Patient Navigator- OLG Access Center- Full Time

About the role

Exceptional care starts with exceptional people. For us, this is more than a job– it’s a calling. It’s waking up each day, looking for ways to make a difference with a compassionate, inclusive and talented team. Ochsner empowers you to discover your passion, reach your potential, and Pursue Your Purpose. Exceptional care starts with exceptional people and teams. Together we are leading the way.

Responsibilities

• Completes all appointment scheduling, cancellation, and confirmation requests within scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date, and location and documents interactions in the customer relationship management system.
• Accurately completes basic registration, demographic and insurance information, avoiding duplicate accounts, to ensure timely and accurate payment for services while scheduling appointments.
• Schedules patient appointments system-wide for providers, including specialty and ancillary services, providing proper prep instructions for ancillary and diagnostic procedures and tests using physician specific and department guidelines.
• Appropriately addresses patients’ emergency/urgent needs utilizing and adhering to the company’s Telephone Receptionist Emergency/Suicide Protocol.
• Processes messages from sources including voice, live chats, patient portals, and texts related to patient and physician requests such as appointments, referrals, prescriptions, and complaints ensuring that all information contained in the message is accurate.
• Assists with training initiatives for new hires and completes daily work assignments to contribute to contact center metrics and performance expectations, including providing one-call resolution.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Performs other related duties as assigned.
• Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.
• This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

Requirements

• High school diploma or equivalent (education required)
• Associate degree in related field (work experience preferred)
• One year of experience in healthcare, customer service, or related field (required)

Skills

• Experience in EPIC or other electronic medical record (preferred)
• Effective verbal and written communication skills and the ability to present information clearly and professionally to diverse range of people using appropriate tone and inflection.
• Must be proficient with advanced Windows-style applications