Patient Navigator- OLG Access Center- Full Time

ochsner; Lafayette (LA); On-site; USD 31,000 - 42,000; Full time

Job summary

Ochsner in Lafayette, LA is seeking an experienced scheduling specialist to manage appointment bookings and patient information with HIPAA-compliant precision. You will operate in Epic and other systems, ensuring physician guidelines align with patient preferences.

Responsibilities include registering patients, handling inquiries, and coordinating across departments to maintain smooth scheduling workflows. Prior experience in healthcare or customer service is preferred, with a focus on accuracy

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• One year of healthcare, customer service, or related experience required.
• Proficiency in Epic or other electronic medical record systems preferred.
• Strong communication and professional demeanor, with attention to privacy.

Responsibilities

• Complete appointment scheduling, cancellation and confirmation using scheduling guidelines.
• Register and collect basic patient information and ensure accuracy in registration and insurance data.
• Schedule patient appointments system-wide and provide prep instructions for procedures.
• Handle general inquiries and direct non-scheduling calls to appropriate departments.
• Maintain professionalism and privacy in all patient interactions; support training for new hires.

Skills

Verbal and written communication

Windows applications

Interpersonal skills

Multi-tasking

Critical thinking

Medical terminology

Adaptability

Education

High school diploma or equivalent

Associate degree preferred

Tools

Epic EMR

CRM systems

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 answers incoming calls and makes outgoing calls to schedule patients in technology systems, ensuring a match of physician-specific scheduling guidelines with patient appointment preferences system-wide. Collects and maintains accurate, basic patient information relating to registration and insurance in compliance with HIPAA guidelines. Answers general inquiries or provider questions and directs non-scheduling calls to the appropriate department. 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 - Associate degree in related field

Work Experience

• Required - One year of experience in healthcare, customer service, or related field
• Preferred - Experience in EPIC or other electronic medical record

Knowledge Skills and Abilities (KSAs)

• Effective verbal and written communication skills and the ability to present information clearly and professionally to diverse range of people using appropriate tone and inflection.
• Must be 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.

Job 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.

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 immedia