Ochsner LSU Health
Position Overview
The
Patient Navigator‑Patient Call Center
position at
Ochsner LSU Health
answers incoming and makes outgoing calls to schedule patients in technology systems, ensuring a match of physician‑specific scheduling guidelines with patient appointment preferences system‑wide. The role collects and maintains accurate patient information related to registration and insurance in compliance with HIPAA guidelines, answers general inquiries or provider questions, and directs non‑scheduling calls to the appropriate department.
Responsibilities & Duties
Completes all appointment scheduling, cancellation, and confirmation requests within scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date, and location and documents interactions in the customer relationship management system.
Accurately completes basic registration, demographic, and insurance information, avoiding duplicate accounts, to ensure timely and accurate payment for services while scheduling appointments.
Schedules patient appointments system‑wide for providers, including specialty and ancillary services, providing proper prep instructions for ancillary and diagnostic procedures and tests using physician specific and department guidelines.
Appropriately addresses patients’ emergency/urgent needs utilizing and adhering to the company’s Telephone Receptionist Emergency/Suicide Protocol.
Processes messages from sources including voice, live chats, patient portals, and texts related to patient and physician requests such as appointments, referrals, prescriptions, and complaints ensuring that all information contained in the message is accurate.
Assists with training initiatives for new hires and completes daily work assignments to contribute to contact center metrics and performance expectations, including providing one‑call resolution.
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.
Qualifications Education Required – High school diploma or equivalent
Work Experience Preferred – Associate degree in related field Required – One year of experience in healthcare, customer service, or related field
Knowledge, Skills, and Abilities (KSAs)
Effective verbal and written communication skills and the ability to present information clearly and professionally to a diverse range of people using appropriate tone and inflection.
Proficient with advanced Windows‑style applications, various software packages specific to role and keyboard.
Interpersonal skills to establish and maintain friendly and cooperative work relationships.
Ability to adapt to regional or system changes.
Ability to prioritize, organize, and coordinate multiple work assignments in a fast‑paced environment.
Excellent customer relation skills and ability to maintain a professional demeanor.
Ability to utilize multi‑functional systems.
Demonstrate proficiency in Epic during introductory period.
Ability to work collaboratively with other departments and functional areas.
Able to multi‑task.
Able to demonstrate critical thinking skills.
Must have transportation to travel to designated organizational facility, as needed.
Knowledge of medical terminology.
Physical and Environmental Demands Sedentary work – Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Normal routine involves no exposure to blood, body fluid or tissue, and incumbents are not called upon to perform or assist in emergency care or first aid. The incumbent has no occupational risk for exposure to communicable diseases. Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste in the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.
EEO Statement The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
#J-18808-Ljbffr
Patient Navigator‑Patient Call Center
position at
Ochsner LSU Health
answers incoming and makes outgoing calls to schedule patients in technology systems, ensuring a match of physician‑specific scheduling guidelines with patient appointment preferences system‑wide. The role collects and maintains accurate patient information related to registration and insurance in compliance with HIPAA guidelines, answers general inquiries or provider questions, and directs non‑scheduling calls to the appropriate department.
Responsibilities & Duties
Completes all appointment scheduling, cancellation, and confirmation requests within scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date, and location and documents interactions in the customer relationship management system.
Accurately completes basic registration, demographic, and insurance information, avoiding duplicate accounts, to ensure timely and accurate payment for services while scheduling appointments.
Schedules patient appointments system‑wide for providers, including specialty and ancillary services, providing proper prep instructions for ancillary and diagnostic procedures and tests using physician specific and department guidelines.
Appropriately addresses patients’ emergency/urgent needs utilizing and adhering to the company’s Telephone Receptionist Emergency/Suicide Protocol.
Processes messages from sources including voice, live chats, patient portals, and texts related to patient and physician requests such as appointments, referrals, prescriptions, and complaints ensuring that all information contained in the message is accurate.
Assists with training initiatives for new hires and completes daily work assignments to contribute to contact center metrics and performance expectations, including providing one‑call resolution.
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.
Qualifications Education Required – High school diploma or equivalent
Work Experience Preferred – Associate degree in related field Required – One year of experience in healthcare, customer service, or related field
Knowledge, Skills, and Abilities (KSAs)
Effective verbal and written communication skills and the ability to present information clearly and professionally to a diverse range of people using appropriate tone and inflection.
Proficient with advanced Windows‑style applications, various software packages specific to role and keyboard.
Interpersonal skills to establish and maintain friendly and cooperative work relationships.
Ability to adapt to regional or system changes.
Ability to prioritize, organize, and coordinate multiple work assignments in a fast‑paced environment.
Excellent customer relation skills and ability to maintain a professional demeanor.
Ability to utilize multi‑functional systems.
Demonstrate proficiency in Epic during introductory period.
Ability to work collaboratively with other departments and functional areas.
Able to multi‑task.
Able to demonstrate critical thinking skills.
Must have transportation to travel to designated organizational facility, as needed.
Knowledge of medical terminology.
Physical and Environmental Demands Sedentary work – Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Normal routine involves no exposure to blood, body fluid or tissue, and incumbents are not called upon to perform or assist in emergency care or first aid. The incumbent has no occupational risk for exposure to communicable diseases. Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste in the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.
EEO Statement The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
#J-18808-Ljbffr