Patient Concierge Coordinator

Ochsner Clinic Foundation•New Orleans, LA

5d•Onsite

About The Position

This job assumes responsibility for management of employer-based surgery referrals, collection of external medical records, patient education, evaluation, weekly updates on referral status, and face-to-face navigation of patients to all bundled appointments scheduled. The service requires 24/7 coverage for the patient population. The role applies thorough knowledge and use of company and community-based services to coordinate and implement complex arrival and discharge plans. 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
7 years’ face-to-face experience in customer service
Computer skills and dexterity required for data entry and retrieval of patient information.
Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care and navigation process.
Proficient with Windows-style applications, various software packages specific to role and keyboard.
Sound judgement and the ability to effectively handle difficult situations.
Strong organizational, time-management, and conflict resolution skills.
Ability to work with minimal to no supervision.
Ability to prioritize, organize and coordinate multiple work assignments in a fast-paced environment.
Excellent customer service skills.

Nice To Haves

Bachelor's degree
Patient facing experience in a Healthcare setting

Responsibilities

Conducts management of received referrals, collects all data required to retrieve outside medical records and illustrates all next steps in the Center of Excellence (COE) referral process to the patient on and ongoing basis.
Identifies and provides helpful resources to patients and caregivers while under the bundled episode of care.
Escorts patients and caregivers to pre-op surgery and post-op visit.
Documents and communicates critical medical information to the medical team and maintains patient records accurately.
Provides exceptional customer service to patients.
Utilizes management resources effectively to connect with clinical team members or assist with patient’s needs.
Participates in on-call rotation when required.
Contacts the patients within a 24-48-hour after receipt of referral and continuously provides weekly updates on the status of medical records.
Follow up with providers weekly as necessary for updates on dates images were mailed or re-requests.
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.
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.
Complies with the employer's 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.