Access Liaison- Contact Center- Kenner

Ochsner Health; Kenner (LA); On-site; USD 38,000 - 64,000; Full time

Job summary

Ochsner Health in Kenner, LA seeks a patient-focused navigation and care coordination specialist. You will handle front door access, assess patient needs, and guide them to appropriate services, ensuring timely care and a positive experience.

Requires four years in customer service or related roles with strong communication, multitasking, and tech skills. On-site position offering opportunities to impact diverse patient populations.

Qualifications

• Requires four years of experience in customer service, appointment coordination or related field.
• Demonstrates ability to coordinate care and navigate patient pathways.
• Excellent communication and relationship-building with stakeholders.

Responsibilities

• Maintain a patient-focused coordination of care and optimize setting and timing.
• Manage patient contacts via phone, email, text, live chat.
• Provide first contact resolution and right care outcomes.
• Respond to patient and provider requests with trust and rapport.
• Escalate to clinic partners as needed.
• Coordinate across patient segments to eliminate barriers.

Skills

Critical thinking

Patient-focused

Navigation

System navigation

Interpersonal skills

Judgement

Tech proficiency

Prioritization

Education

High school diploma or equivalent

Bachelor’s degree

Job description

Exceptional care starts with exceptional people.

For us, this is more than a job– it’s a calling. It’s waking up each day, looking for ways to make a difference with a compassionate, inclusive and talented team. Ochsner empowers you to discover your passion, reach your potential, and Pursue Your Purpose. Exceptional care starts with exceptional people and teams. Together we are leading the way.

This job welcomes and connects the consumer to the health system. Handles acquisition, front door navigation, care coordination and transitions of care. Delivers excellent care and meets the unique care needs for various segments of patient populations that interact with the health system. Takes incoming contacts (including but not limited to: calls, live chats, emails, texts), and determines correct pathway and next steps for patient. Coordinates with clinic partners if access barriers exist to get the patient what they need. Develops and fosters interpersonal relationships with stakeholders inside and outside of team by offering patient focused solutions and demonstrating an elevated level of attention, care and follow up to close customer service loop. Creates opportunities and options for patients by addressing preventive care screenings and annual appointments.

Job Description

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.

Education

Required – High school diploma or equivalent.

Preferred – Bachelor’s degree.

Work Experience

Required – Four years of experience in customer service, appointment coordinator or another related field.

Knowledge Skills and Abilities (KSAs)

• Excellent critical thinking skills.
• Ability to maintain a patient/consumer focused approach in all interactions.
• Ability to solve potentially complex navigation problems.
• Proficient in navigating and managing multiple systems.
• Excellent interpersonal skills and ability to manage multiple stakeholders.
• Ability to use appropriate judgement on when to employ non-traditional, effective solutions to fully resolve stakeholders needs.
• Proficiency in technology applications and various software packages specific to role.
• Ability to prioritize, organize and coordinate multiple work assignments in a fast-paced environment.

Job Duties

• Maintains a patient/consumer focused approach in all interactions while engaging in holistic coordination of care for consumers by optimizing patient care setting and matching right setting/right time.
• Manages patient egresses, including but not limited to phone, email, text, live-chat, etc.
• Delivers first contact resolution provides the patient with right care outcome.
• Responds to patient and provider request with a focus on transforming experience by building trust and rapport.
• Provides timely and effective resolutions that exceed stakeholder expectations.
• Develops and fosters interpersonal relationships with stakeholders inside and outside of team by proactively offering patient focused solutions and demonstrating an elevated level of attention, care and follow up to close customer service loop.
• Navigates escalations to clinic partners with poise and skill to resolve patient issues.
• Navigates and flexes between the varying needs of patient segments to eliminate barriers to efficient delivery of care.
• Identifies system service delivery problems and potential solutions for effective patient management interventions.
• Serves as liaison with medical staff, nursing staff and ancillary department staff to eliminate barriers to ensure delivery of care.
• Serves as a subject matter expert and brand ambassador for our service line focuses on retention by creating opportunities and options for patients by addressing preventive care screenings and annual appointments.
• Performs other related duties as assigned.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

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.

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.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. 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 as part of their employment, 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 within 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.

Ochsner Health endeavors to make our site accessible to all users. If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.