Access Navigator Lead

This job, under general supervision, leads all operational functions related to managing high‑end access navigation, also known as referral management services for key areas while providing exceptional customer service. Assists in the implementation of policies and procedures required for success as well as participate in initiatives to improve processes serving internal and external customers. Provides access navigation support through referral management via electronic work queues and phone capabilities. Furthermore, this job will work collaboratively with resources such as the Regional Referral Center, and/or Clinic Concierge. 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 - 2 years’ experience in Appointment Scheduling, Customer Service, or related field Knowledge, Skills and Abilities (KSAs) Must have 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. Must be proficient with Windows‑style applications, various software packages specific to role and keyboard. Strong interpersonal skills. Good time management skills. Ability to work collaboratively with various departments. Ability to exercise sound judgment in handling difficult/escalated situations. Job Duties Oversees daily department activities, serves as point person for department in Supervisor’s absence and trains new employees. Works closely with department manager and other team members to allocate resources daily among clinics. May be expected to monitor and track time and attendance in accordance with clinic policy. Leads special projects and audits projects independently with the end goal of ensuring that the internal control environment is not comprised, and the awareness of the process control culture is increasingly heightened. Performs direct outreach to targeted patients and schedules appointments as requested, while partnering with internal departments and leaders to manage access. Resolves customer concerns and participates in initiatives to improve customer service. May be expected to monitor and track work queues and assignments of team. 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 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. Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects. (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible. 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 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. #J-18808-Ljbffr