Supv-Patient Navigation

Ochsner LSU Health System•Shreveport, LA

About The Position

This job is responsible for providing guidance to assigned staff. Facilitates patient scheduling accurately, timely, courteously, and professionally by evaluating call demand. Supervises ancillary procedure scheduling and assists with related process workflows and escalations. As a working supervisor, works directly with non-clinical and clinical leaders and staff, ensuring patients are navigated to the appropriate level of care. Coaches, develops, and engages staff to provide service excellence to existing and prospective patients. Creates a culture in which the team is engaged, motivated, and able to function in a high-performing environment that drives continuous improvement and exceptional service. 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
6 years of experience in healthcare, customer service, or related field OR 3 years of healthcare, customer service, or related experience with a bachelor’s degree
Advanced computer skills and dexterity required for data entry and retrieval of information.
Effective verbal and written communication skills and the ability to present information clearly and professionally using appropriate tone and inflection.
Must be proficient with Windows-style applications, various software packages specific to role and keyboard, including Microsoft Office.
Strong interpersonal skills.
Self-directed with the ability to work with limited supervision, good organizational and time management skills, set priorities and perform duties calmly and efficiently under pressure.
Must be able to remain calm and courteous under pressure when dealing with patients, providers and colleagues while maintaining complete confidentiality.
Strong conflict resolution skills with the ability to demonstrate good judgement.
Able to develop and retain talent by applying the necessary training and leadership.
Ability to be consistent and evaluate staff performance effectively.
Excellent critical thinking and analytical skills and strong orientation to attention-to-detail.
Ability to travel throughout and between facilities and work a flexible work schedule (e.g. 24/7, weekend, holiday, on call availability).

Nice To Haves

Bachelor’s degree in related field

Responsibilities

Provides leadership and daily oversight to assigned staff and responds to requests for information from patients and internal customers while validating all policies and procedures are followed.
Serves as a Level 2 support for escalated patient calls and documents patient feedback accordingly, responding to requests in a timely manner to meet deadlines.
Participates in the execution of day-to-day contact center operations, which includes maintaining overall service level, productivity, handle time, service quality, and other key performance indicators.
Assists in the development of team to create a positive and cohesive team, discusses team and individual goals, and delivers performance feedback during monthly rounding sessions and yearly performance evaluations.
Appropriately schedules staff relative to the volume of work and ensures the call center agents are in adherence to their shift schedules.
Participates in various aspects of interviewing, hiring, onboarding, and training.
Holds regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
Has ongoing visibility (onsite and/or remote) within the contact center.
Conduct monthly call quality monitoring of team members and participate in call calibrations.
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.