Access Navigator Lead

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate. We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways.

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today

This job, under general supervision, leads all operational functions related to managing high-end access navigation, also known as referral management, services for key areas while providing exceptional customer service. Assists in the implementation of policies and procedures required for success as well as participate in initiatives to improve processes serving internal and external customers. Provides access navigation support through referral management via electronic work queues and phone capabilities. Furthermore, this job will work collaboratively with resources such as the Regional Referral Center, and/or Clinic Concierge.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Education

Required - High School diploma or equivalent

Preferred - Bachelor's degree

Work Experience

Required - 2 years' experience in Appointment Scheduling, Customer Service, or related field

Knowledge Skills and Abilities (KSAs)

• Must have computer skills and dexterity required for data entry and retrieval of information.
• Effective verbal and written communication skills and the ability to present information clearly and professionally.
• Must be proficient with Windows-style applications, various software packages specific to role and keyboard.
• Strong interpersonal skills.
• Good time management skills.
• Ability to work collaboratively with various departments.
• Ability to exercise sound judgment in handling difficult/escalated situations.

Job Duties

• Oversees daily department activities, serves as point person for department in Supervisor's absence and trains new employees.
• Works closely with department manager and other team members to allocate resources daily among clinics.
• May be expected to monitor and track time and attendance in accordance with clinic policy.
• Leads special projects and audits projects independently with the end goal of ensuring that the internal control environment is not comprised, and the awareness of the process control culture is increasingly heightened.
• Performs direct outreach to targeted patients and schedules appointments as requested, while partnering with internal departments and leaders to manage access.
• Resolves customer concerns and participates in initiatives to improve customer service.
• May be expected to monitor and track work queues and assignments of team.
• 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.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

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. The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.