Supervisor - Patient Navigation

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate.  We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways. 

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters.  Come make a difference at Ochsner Health and discover your future today! 

This job is responsible for providing guidance to assigned staff. Facilitates patient scheduling accurately, timely, courteously, and professionally by evaluating call demand. Supervises ancillary procedure scheduling and assists with related process workflows and escalations. As a working supervisor, works directly with non-clinical and clinical leaders and staff, ensuring patients are navigated to the appropriate level of care. Coaches, develops, and engages staff to provide service excellence to existing and prospective patients. Creates a culture in which the team is engaged, motivated, and able to function in a high-performing environment that drives continuous improvement and exceptional service.

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 in related field

Work Experience

Required – 6 years of experience in healthcare, customer service, or related field

OR 3 years of healthcare, customer service, or related experience with a bachelor’s degree

Knowledge Skills and Abilities (KSAs)

• Advanced 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 using appropriate tone and inflection.

• Must be proficient with Windows-style applications, various software packages specific to role and keyboard, including Microsoft Office.

• Strong interpersonal skills.

• Self-directed with the ability to work with limited supervision, good organizational and time management skills, set priorities and perform duties calmly and efficiently under pressure.

• Must be able to remain calm and courteous under pressure when dealing with patients, providers and colleagues while maintaining complete confidentiality.

• Strong conflict resolution skills with the ability to demonstrate good judgement.

• Able to develop and retain talent by applying the necessary training and leadership.

• Ability to be consistent and evaluate staff performance effectively.

• Excellent critical thinking and analytical skills and strong orientation to attention-to-detail.

• Ability to travel throughout and between facilities and work a flexible work schedule (e.g. 24/7, weekend, holiday, on call availability).

Job Duties

• Provides leadership and daily oversight to assigned staff and responds to requests for information from patients and internal customers while validating all policies and procedures are followed.             

• Serves as a Level 2 support for escalated patient calls and documents patient feedback accordingly, responding to requests in a timely manner to meet deadlines.   

• Participates in the execution of day-to-day contact center operations, which includes maintaining overall service level, productivity, handle time, service quality, and other key performance indicators.    

• Assists in the development of team to create a positive and cohesive team, discusses team and individual goals, and delivers performance feedback during mont