Access Care Liaison - Hematology and Oncology Clinic

Ochsner Clinic Foundation•Slidell, LA

57d•Onsite

About The Position

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! Access to Care Liaison is a critical role in welcoming and connecting the consumer to Ochsner Health. Liaisons in this role will have responsibility of handling acquisition, front door navigation, care coordination and transitions of care. They will pivot to deliver excellent care and meet the unique care needs for various segments of patient populations that interact with Ochsner Health. Liaisons will take incoming contacts (including but not limited to: calls, live chats, emails, texts), and utilize critical thinking to determine correct pathway and next steps for patient. This position will also coordinate with clinic partners if access barriers exist to get the patient what they need. The liaison will develop and foster excellent interpersonal relationships with stakeholders inside and outside of team by proactively offering patient focused solutions and demonstrating an elevated level of attention, care and follow up to close customer service loop. As a subject matter expert and brand ambassador for our service line, this position has a strong focus on retention by creating opportunities and options for patients by addressing preventive care screenings and annual appointments. Schedule Monday - Friday, 8:00 AM - 5:00 PM in Slidell, LA at the SMH Regional Cancer Center

Requirements

Education Required – High school diploma or equivalent
Work Experience Required – Four years of experience in customer service, appointment coordinator or another related field.
Certifications Required - None
Possess and deploy excellent critical thinking skills.
Ability to maintain a patient/consumer focused approach in all interactions.
Demonstrate multi-factorial critical thinking to solve potentially complex navigation problems.
Be proficient in navigating and managing multiple systems.
Excel at interpersonal relationships and managing multiple stakeholders.
Possess perseverance and the ability to use appropriate judgement on when to employ non-traditional, effective solutions to fully resolve stakeholders needs.
Proficiency in technology applications and various software packages specific to role.
Ability to prioritize, organize and coordinate multiple work assignments in a fast-paced environment.

Nice To Haves

Preferred – Bachelor’s Degree
Preferred – None

Responsibilities

Maintain a patient/consumer focused approach in all interactions while engaging in holistic coordination of care for consumers by optimizing patient care setting and matching right setting/right time.
Manage patient egresses, including but not limited to phone, email, text, live-chat, etc. Delivers first contact resolution and be pleasantly persistent to provide the patient with right care outcome.
Quickly and thoroughly respond to patient and provider request with a focusing on transforming experience by building trust and rapport. Must provide timely and effective resolutions that exceed stakeholder expectations.
Develop and foster excellent interpersonal relationships with stakeholders inside and outside of team by proactively offering patient focused solutions and demonstrating an elevated level of attention, care and follow up to close customer service loop.
Navigate escalations to clinic partners with poise and skill to resolve patient issues.
Navigate and flex between the varying needs of patient segments to eliminate barriers to efficient delivery of care.
Identify system service delivery problems and potential solutions for effective patient management interventions.
Serves as liaison with medical staff, nursing staff and ancillary department staff to eliminate barriers to ensure delivery of care.
Subject matter expert and brand ambassador for our service line and has a strong focus on retention by creating opportunities and options for patients by addressing preventive care screenings and annual appointments.
Performs other related duties as assigned.