Access Liaison- Contact Center- Days

Ochsner Health•New Orleans, LA

16h•Onsite

About The Position

This job welcomes and connects the consumer to the health system. Handles acquisition, front door navigation, care coordination and transitions of care. Delivers excellent care and meets the unique care needs for various segments of patient populations that interact with the health system. Takes incoming contacts (including but not limited to: calls, live chats, emails, texts), and determines correct pathway and next steps for patient. Coordinates with clinic partners if access barriers exist to get the patient what they need. Develops and fosters interpersonal relationships with stakeholders inside and outside of team by offering patient focused solutions and demonstrating an elevated level of attention, care and follow up to close customer service loop. Creates opportunities and options for patients by addressing preventive care screenings and annual appointments.

Requirements

High school diploma or equivalent.
Four years of experience in customer service, appointment coordinator or another related field.
Excellent critical thinking skills.
Ability to maintain a patient/consumer focused approach in all interactions.
Ability to solve potentially complex navigation problems.
Proficient in navigating and managing multiple systems.
Excellent interpersonal skills and ability to manage multiple stakeholders.
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

Bachelor’s degree.

Responsibilities

Maintains 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.
Manages patient egresses, including but not limited to phone, email, text, live-chat, etc.
Delivers first contact resolution provides the patient with right care outcome.
Responds to patient and provider request with a focus on transforming experience by building trust and rapport.
Provides timely and effective resolutions that exceed stakeholder expectations.
Develops and fosters 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.
Navigates escalations to clinic partners with poise and skill to resolve patient issues.
Navigates and flexes between the varying needs of patient segments to eliminate barriers to efficient delivery of care.
Identifies 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.
Serves as a subject matter expert and brand ambassador for our service line focuses on retention by creating opportunities and options for patients by addressing preventive care screenings and annual appointments.
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.

Benefits

Ochsner Health does not consider an individual an applicant until they have formally applied to the open position on this careers website.
Ochsner Health endeavors to make our site accessible to all users. If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or [email protected].
This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.
Ochsner Health is the leading not-for-profit healthcare provider in the Gulf South, delivering expert care at its 46 hospitals and more than 370 health and urgent care centers.
For 12 consecutive years, U.S. News & World Report has recognized Ochsner as the No. 1 hospital in Louisiana.
Additionally, Ochsner Children’s has been recognized as the No. 1 hospital for kids in Louisiana for three consecutive years.
Ochsner inspires healthier lives and stronger communities through a combination of standard-setting expertise, quality and connection not found anywhere else in the region.
In 2023, Ochsner Health cared for more than 1.5 million people from every state in the nation and 65 countries.
Ochsner’s workforce includes more than 38,000 dedicated team members and over 4,700 employed and affiliated physicians.
To learn more about how Ochsner empowers people to get well and stay well, visit https://www.ochsner.org/.
Ochsner Health is proud to be an Employer of Choice.
Ranked one of Newsweek's list of America's Greatest Workplaces for Diversity of 2024
Becker's Healthcare listed Ochsner Health as 150 Top Places to Work in Healthcare
Awarded Culture Awards for Purpose and Values and Healthcare Industry by Top Workplace
Ranked as a 2023 Top Workplace in the USA!
The Top Workplaces USA award is based entirely on feedback from an employee engagement survey completed by the employees of participating workplaces.
Awarded Top Work Places 2023 for six consecutive years by The Times-Picayune
Earned 2022-2023 Great Place to Work Certification™
Ochsner Health named to Newsweek's America's Greatest Workplaces for Parents and Families 2023
Opportunities listed here represent open positions at Ochsner Health and Ochsner Health managed entities.