Director Patient Navigation

Ochsner Health•New Orleans, LA

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! This job is responsible for directing the work of assigned staff within the parameters of designated performance standards and metrics. Sets performance standard targets based on organizational key metrics and motivates staff to meet or exceed metrics, including customer service and financial metrics, and supports Patient Navigation leadership. Leads the team through change management processes and focuses to identify gaps within scheduling to improve deficiencies where opportunity exists. Works to build relationships with clinical partners and collaborates with local leadership to interact with other departments including customers within the organization. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Requirements

High school diploma or equivalent
10 years of experience in healthcare or customer service, including 5 years of leadership experience OR 6 years of healthcare or customer service experience, including 5 years of leadership experience with a bachelor’s degree
Ability to establish and maintain long-term relationships with both internal and external customers of the Contact Center, building trust and respect by consistently meeting and exceeding expectations
Ability to communicate clearly and concisely with all levels of the organization, both internally and externally.
Must be able to proactively prioritize needs and effectively manage both human and capital resources.
Demonstrated ability to gain the trust of key organizational leaders, faculty, team members, and direct/indirect reports
Must feel confident navigating through change management, operational efficiency, and process improvement strategies.
Must be able to pioneer and independently drive change initiatives to create and inspire continuous process improvement.
Excellent collaborative skills, a professional attitude towards influencing standardization, and the ability to partner with corporate departments, physicians and their offices effectively.
Strong skills developing and manage tools and processes to successfully oversee a budget.
Strong operational expertise in Contact Center technology, including automatic call distribution, quality recording or monitoring, workforce management, etc.

Nice To Haves

Bachelor’s degree in healthcare, business administration, or related field

Responsibilities

Defines and implements a multi-year strategy for the continued development of the Contact Center, taking into consideration call volumes, workforce resources, and facility constraints to ensure customer service and operational efficiency and facilitates continued maintenance, improvement, and growth.
Analyzes and develops plans for the Contact Center, using root cause analysis and data insights to make recommendations to leadership regarding continuous improvement, waste reduction measures, effectively utilizing existing processes, and improving Key Performance Indicators (KPIs).
Reviews and analyzes KPI data regularly to provide reports to key stakeholders throughout the enterprise on current state, plans for improvement, and satisfaction within the Contact Center within budget.
Interacts closely with organization leadership to address necessary updates, including productivity or performance issues, and responds to complaints or concerns, accordingly.
Leads the operational Contact Center management team by defining clear performance measures, providing recognition, and assisting with issues, such as work schedules, performance improvement, interpreting and enforcing personnel policies to achieve target service levels.
Collects and interprets customer satisfaction data to support and influence improvements for the Contact Center customer and stakeholder experience involved in patient flow management and continuous system enhancements to improve the patient, family, and customer experience.
Promotes, develops, and inspires an engaged workforce through recruitment, training, and coaching.
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.
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.