Patient Navigator- OLG Access Center- Full Time

Ochsner Health•Lafayette, LA

About The Position

The Patient Navigator answers incoming calls and makes outgoing calls to schedule patients in technology systems, matching physician-specific scheduling guidelines with patient appointment preferences system-wide. The role collects and maintains accurate basic patient registration and insurance information in compliance with HIPAA, answers general inquiries and provider questions, and directs non-scheduling calls to the appropriate department. The position handles appointment scheduling, cancellation, and confirmation requests; completes basic registration and demographic information; schedules appointments for providers and services across the system; and provides preparation instructions for ancillary and diagnostic procedures. It also processes patient and physician messages from voice, live chat, patient portals, and text, and responds to urgent needs using the Telephone Receptionist Emergency/Suicide Protocol. The Patient Navigator supports training for new hires and contributes to contact center performance expectations, including one-call resolution. The role requires adapting communication to patient needs, maintaining applicable regulatory and privacy compliance, and performing other related duties as assigned. This is a full-time role with sedentary work demands. Work involves sitting most of the time, with occasional walking or standing and occasional exertion of up to 10 pounds. Routine duties do not involve exposure to blood, body fluids, or tissue, and the incumbent is not called upon to provide emergency care or first aid. The healthcare setting may present occupational exposure risks from hazardous medications or waste. Transportation is required to travel to a designated organizational facility as needed. The posting does not specify whether the role is remote or onsite.

Requirements

High school diploma or equivalent.
At least one year of experience in healthcare, customer service, or a related field.
Effective verbal and written communication skills, including the ability to present information clearly and professionally to diverse groups.
Proficiency with advanced Windows-style applications, role-specific software packages, and keyboarding.
Interpersonal skills to establish and maintain friendly, cooperative work relationships.
Ability to adapt to regional or system changes.
Ability to prioritize, organize, and coordinate multiple assignments in a fast-paced environment.
Excellent customer relations skills and a professional demeanor.
Ability to use multifunctional systems and demonstrate proficiency in Epic during the introductory period.
Ability to work collaboratively with other departments and functional areas.
Ability to multitask and demonstrate critical thinking skills.
Transportation to travel to a designated organizational facility as needed.
Knowledge of medical terminology.

Nice To Haves

Associate degree in a related field.
Experience with Epic or another electronic medical record.

Responsibilities

Complete appointment scheduling, cancellation, and confirmation requests within scheduling guidelines, offering the first available appointment while considering patient preferences for time, date, and location, and document interactions in the customer relationship management system.
Accurately complete basic registration, demographic, and insurance information while avoiding duplicate accounts.
Schedule system-wide appointments for providers, specialty services, and ancillary services, and provide required preparation instructions for procedures and tests according to physician and department guidelines.
Address patients’ emergency or urgent needs in accordance with the Telephone Receptionist Emergency/Suicide Protocol.
Process messages received by voice, live chat, patient portals, and text regarding appointments, referrals, prescriptions, and complaints, ensuring message information is accurate.
Assist with training initiatives for new hires and complete daily assignments in support of contact center metrics and performance expectations, including one-call resolution.
Adapt communication and behavior to the patient population, respecting privacy and adjusting introductions, explanations, permission requests, and communication style as appropriate.
Answer general inquiries and provider questions and direct non-scheduling calls to the appropriate department.
Maintain knowledge of applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Perform other related duties as assigned.