Access Liaison

Ochsner Health•Lacombe, LA

About The Position

The Access Liaison welcomes and connects consumers to the health system, handling acquisition, front-door navigation, care coordination, and transitions of care. The role responds to patient contacts through channels such as phone, live chat, email, and text, identifies the appropriate pathway and next steps, and coordinates with clinic partners when access barriers arise. The liaison provides patient-focused solutions, attentive follow-up, and support tailored to different patient populations, including help with preventive screenings and annual appointments. The position requires a high school diploma or equivalent and four years of experience in customer service, appointment coordination, or a related field. A bachelor’s degree is preferred. The work is described as sedentary and takes place within a healthcare setting; routine duties do not involve exposure to blood, body fluid, or tissue, though some occupational risk of exposure to hazardous medications or waste may exist in the environment. The role must comply with applicable laws, accreditation standards, regulatory requirements, and the employer’s compliance and privacy standards.

Requirements

High school diploma or equivalent.
Four years of experience in customer service, appointment coordination, or a related field.
Excellent critical-thinking skills.
Ability to maintain a patient- and consumer-focused approach in all interactions.
Ability to solve potentially complex navigation problems.
Proficiency navigating and managing multiple systems.
Excellent interpersonal skills and ability to manage multiple stakeholders.
Sound judgment in selecting effective non-traditional solutions to meet stakeholder needs.
Proficiency with technology applications and software packages specific to the role.
Ability to prioritize, organize, and coordinate multiple work assignments in a fast-paced environment.

Nice To Haves

Bachelor’s degree.

Responsibilities

Maintain a patient- and consumer-focused approach while coordinating care and matching patients with the appropriate care setting and timing.
Manage patient contacts and requests through channels including phone, email, text, and live chat.
Provide first-contact resolution and guide patients to appropriate care outcomes.
Respond to patient and provider requests by building trust and rapport and transforming the experience.
Provide timely, effective resolutions that exceed stakeholder expectations.
Build relationships with internal and external stakeholders through proactive, patient-focused solutions, attention, care, and follow-up.
Escalate issues to clinic partners and help resolve patient concerns.
Adapt to the needs of different patient segments and work to eliminate barriers to efficient care delivery.
Identify service-delivery problems and potential solutions for patient-management interventions.
Liaise with medical, nursing, and ancillary department staff to eliminate barriers to care.
Serve as a subject matter expert and brand ambassador for the service line, supporting retention and promoting preventive screenings and annual appointments.
Perform other related duties as assigned.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Immediately report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or other compliance concerns.