About the position

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 supports the Digital Medicine team across multiple areas including client and physician education, patient navigation, program enrollment, asset management, customer relations, and billing functions. Serves as an ambassador for the digital medicine team to internal and external stakeholder groups through regular programmatic outreach, initiating contact with prospective patients to facilitate enrollment, and attending health fairs or other events. Assists with service recovery tasks and escalates issues as appropriate. Ensures working technology and facilitates use and fulfillment of program equipment, tools, software (including Epic) and services. Conducts billing, collection, and subscription management services, as needed. 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.

Responsibilities

• Monitors and troubleshoots with members concerning problems with devices, systems or protocols and assists with coordination of delivery and setup of equipment and care team services.
• Conducts outreach and serves as an ambassador for the promotion of digital medicine activities at internal and external events and ensures appropriate documentation has been completed and uploaded.
• Performs outreach calls to new and existing digital medicine patients in order to gather pertinent information, complete enrollment process, and assist with program questions, utilization, and adoption.
• Fosters seamless collaboration between external and internal stakeholder groups, serving as a liaison and resource support.
• Recognizes and appropriately acts on opportunities for service recovery to provide a superior patient experience.
• Manages and coordinates high-end access navigation and education services.
• Identifies, communicates, and assists in the set-up of digital medicine services and participates in process improvement planning and implementation activities.
• Supports and maintains user account information and maintains documentation as required by law.
• Executes billing, collection, and subscription management functions, as needed.
• 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 required.
• 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.

Requirements

• Education Required - Bachelor’s degree; OR 3 years of experience in customer service, education, health care, information technology or related field; OR 1 year of Epic experience.
• Work Experience Required - 3 years of experience in customer service, education, health care, information technology or related field or 1 year of Epic experience in lieu of bachelor’s degree.
• Proficiency in using computers, software, and web-based applications, including expertise in digital medicine customer channel workflows and corresponding applications, including but not limited to Epic, device applications, devices, and smartphone operating systems.
• Effective verbal and written communication skills and ability to present information clearly and professionally.
• Excellent judgment and decision-making aptitude and ability to work in undefined situations and in a fast-paced and ever-changing work environment.
• Interpersonal skills and ability to effectively and professionally work with people from all backgrounds.
• Strong analytical skills and logical thought process in order to formulate solutions to problems.
• Strong time management skills and ability to prioritize multiple projects, meet required deadlines, and work with frequent interruptions and changing priorities.
• Ability to work variable hours, including nights, evenings, weekends, and extended shifts.