Access Liaison- Contact Center- Days

Ochsner Health•Baton Rouge, LA

About The Position

This job welcomes and connects the consumer to the health system. It handles acquisition, front door navigation, care coordination, and transitions of care. The role delivers excellent care and meets the unique care needs for various segments of patient populations that interact with the health system. Responsibilities include taking incoming contacts (such as calls, live chats, emails, texts), determining the correct pathway and next steps for patients, and coordinating with clinic partners to address access barriers. The Access Liaison develops and fosters interpersonal relationships with stakeholders by offering patient-focused solutions and demonstrating a high level of attention, care, and follow-up to ensure customer service loops are closed. The position also creates opportunities 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.