Patient Navigator (Open)
Company: Ochsner Clinic Foundation
Posted on: March 17, 2023
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 equivalentPreferred - Associate degree in
related fieldWork ExperienceRequired - One year of experience in
healthcare, customer service, or related fieldPreferred -
Experience in EPIC or other electronic medical recordKnowledge
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
- Ability to utilize multi-functional systems.
- Demonstrate proficiency in Epic during introductory
- Ability to work collaboratively with other departments and
- 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
- 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
- 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
- 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
- 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 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 DemandsThe
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.
Keywords: Ochsner Clinic Foundation, Kenner , Patient Navigator (Open), Other , Kenner, Louisiana
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