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 interacts with patients, all levels of management and employees in identifying, evaluating, researching and resolving patient grievances. Provides feedback, recommendations, and support in the design and improvement of patient care systems. Partners with patient experience team to enhance the overall patient experience.
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 – 3 years of related healthcare or customer service experience or 1 years of experience in direct patient and provider advocacy.

KNOWLEDGE SKILLS AND ABILITIES (KSAS)

• Proficiency in using computers, software, and web-based applications.
• Effective verbal and written communication skills and ability to present information clearly and professionally.
• Excellent interpersonal, conflict resolution skills and analytical skills.
• Ability to maintain strict confidentiality regarding patient contact information, medical information and all sensitive issues.
• Organizational and time management skills.
• Investigative/research and analytical skills and ability to resolve patient grievances.
• Ability to represent the organization in a professional and positive manner to enhance both the organization’s reputation and patient experience.

• Documents, investigates and resolves patient grievances.
• Refers complaints involving the threat of litigation to the risk management team.
• Maintains accurate and up-to-date records with patient contacts.
• Assists leaders with interpreting and analyzing issues as they relate to current systems and procedures.
• Educates leaders and physicians on patient and provider advocacy practices and policies.
• Acts as a facilitator for management personnel and physician staff regarding resolving patient advocacy issues.
• Performs leaders rounds on hospital units.
• Performs other related duties as required.
  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.