Patient Navigator

Ochsner LSU Health System•Shreveport, LA

About The Position

The Patient Navigator handles incoming and outgoing calls to schedule patients in technology systems, matching physician-specific scheduling guidelines with patient appointment preferences. 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 also processes messages through voice, live chat, patient portals, and text; supports contact center performance expectations; and adapts communication to the needs and privacy of different patient populations. The role requires a high school diploma or equivalent and one year of experience in healthcare, customer service, or a related field. An associate degree in a related field and experience with EPIC or another electronic medical record are preferred. The position is primarily sedentary, involves working in a healthcare setting, and may require transportation to a designated organizational facility as needed. The posting says to consult the job description to determine whether the position is remote or on-site; it does not specify the work arrangement for this position.

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 people.
Proficiency with advanced Windows-style applications, role-specific software packages, and keyboard use.
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, multitask, think critically, and collaborate with other departments and functional areas.
Ability to demonstrate proficiency in Epic during the introductory period.
Knowledge of medical terminology.
Transportation to travel to a designated organizational facility as needed.

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, considering the first available appointment and patient preferences for time, date, and location, and document interactions in the customer relationship management system.
Complete basic registration, demographic, and insurance information accurately while avoiding duplicate accounts.
Schedule system-wide appointments for providers, including specialty and ancillary services, and provide appropriate preparation instructions for ancillary and diagnostic procedures and tests.
Address patients’ emergency or urgent needs using the company’s Telephone Receptionist Emergency/Suicide Protocol.
Process messages received through voice, live chat, patient portals, and texts concerning patient and physician requests, including appointments, referrals, prescriptions, and complaints, ensuring message accuracy.
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, permissions, and communication style as appropriate.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements, and ensure compliance in the assigned area.
Report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or other compliance-related concerns immediately.
Perform other related duties as assigned.