Experience of Care Coach – Manager

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 educates patients, patient advocates and healthcare providers about methods for assessing addressing and reducing patient grievances and complaints. Serves as administrator of patient advocacy program to address patient/family needs at the point of service. Collaborates with providers to guide effective initiatives to improve patient satisfaction and the patient experience. Evaluates grievance process to ensure compliance with all regulatory guidelines. Analyzes and reports out on patient satisfaction data provider departments and appropriate quality meetings as needed. Assists with orientation and training of employees who monitor and address patient grievances and complaints by working with department managers. Provides tools and training to employees for best practices as a means to increase customer satisfaction. Demonstrates actions consistent with company expectations as duties are performed on a daily basis.

Education

Required – Bachelor’s degree in communications, sociology, psychology or related field.

Work Experience

Required – 3 years experience in direct patient relations or customer service.

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 to varying levels of individuals throughout the patient care process.
• Excellent interpersonal skills.
• Ability to be empathetic, patient and possess good judgment.
• Strong analytical and problem-solving skills.

Job Duties

• Reviews and audits patient contacts in database (Feedback Monitor Pro) to maintain compliance with all applicable regulatory guidelines.
• Participates in all regulatory surveys, as appropriate and performs ongoing gap analysis of patient right regulations. 
• Works with appropriate teams to initiate action plans to resolve any discrepancies and monitors action plans for compliance.
• Acts as an advisor for the patient relations team, department staff and leadership in resolving patient relations issues.
• Oversees management of grievances involving threat of litigation. 
• Arranges patient meetings with providers and administrators as needed.
• Supervises communication with patients, families, providers and administrators for patient relations departments.
• Represents the organization in a professional and positive manner at conferences and meetings to enhance both the organization’s reputation and patient satisfaction and participates in professional organizations for patient experience enhancement.
• Analyzes and reports out on patient relations data to various department and committee meetings.
• Educates and trains staff on any best practices, as it relates to patient relations.
• Performs other related duties as required.

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 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

Are you ready to make a difference? Apply Today!

Ochsner Health does not consider an individual an applicant until they have formally applied to the open position on this careers website.

Individuals who reside in and will work from the following areas are not eligible for remote work position: Colorado, California, Hawaii, Maryland, New York, Washington, and Washington D.C.

Ochsner Health endeavors to make our site accessible to all users.  If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or careers@ochsner.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

We are proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to the principles of equal employment opportunity and providing a workplace that is free from discrimination based on race, color, creed, religion, pregnancy status, pregnancy-related conditions, national origin, ancestry, mental or physical disability, medical condition, age, veteran status, military status, citizenship status, marital status, familial status, sexual orientation, gender, gender identity or expression, genetic information, political affiliation, unemployment status, or any other characteristic protected under applicable federal, state or local law. These protections extend to applicants and all employment related decisions. View the EEO is the Law poster and its supplement, as well as the pay transparency policy for more information. 

Affirmative Action Policy Statement