Patient Navigator

2 weeks ago

Lafayette, United States Ochsner Clinic Foundation Full time

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 answers incoming calls and makes outgoing calls to schedule patients in technology systems, ensuring a match of physician-specific scheduling guidelines with patient appointment preferences system-wide. Collects and maintains accurate, basic patient information relating to registration and insurance in compliance with HIPAA guidelines. Answers general inquiries or provider questions and directs non-scheduling calls to the appropriate department.

Education

Required – High school diploma or equivalent

Preferred – Associate degree in related field

Work Experience

Required – One year of experience in healthcare, customer service, or related field

Preferred – Experience in EPIC or other electronic medical record

Knowledge Skills and Abilities (KSAs)

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, various software packages specific to role and keyboard.

Interpersonal skills to establish and maintain friendly and cooperative work relationships.

Ability to adapt to regional or system changes.

Ability to prioritize, organize, and coordinate multiple work assignments in a fast-paced environment.

Excellent customer relation skills and ability to maintain a professional demeanor.

Ability to utilize multi-functional systems.

Demonstrate proficiency in Epic during introductory period.

Ability to work collaboratively with other departments and functional areas.

Able to multi-task.

Able to demonstrate critical thinking skills.

Must have transportation to travel to designated organizational facility, as needed.

Knowledge of medical terminology.

Job Duties

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.

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.

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.

Physical and Environmental Demands

The physical essential functions of this job include (but are not limited to) the following: Frequently exerting 10 to 20 pounds of force to move objects; occasionally exerting up to 100 pounds of force. Physical demand requirements are in excess of those for sedentary work. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.

The incumbent has no occupational risk for exposure to communicable diseases.

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.

Employee Core Benefits Package Includes: Medical coverage Dental coverage Vision coverage Life insurance & Accidental Death and Dismemberment (AD&D) Short-term and long-term disability Retirement plan Paid-time off (vacation/sick/personal days) / paid holidays Paid parental leave *Benefits are subject to change at any time

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