Access Liaison – Contact Center

About the role

The Access Liaison works in Ochsner's Contact Center to connect patients with the health system, handling calls, chats, emails and texts. The role ensures patients receive the right care pathway, coordinates with clinic partners, and removes access barriers.

Key responsibilities

• Manage incoming patient contacts across multiple channels and determine appropriate next steps.
• Coordinate with clinics to resolve access barriers and schedule preventive screenings or annual appointments.
• Provide first‑contact resolution and follow‑up to close the customer service loop.
• Serve as liaison between patients, medical staff, nursing, and ancillary departments.

Required profile

• High school diploma (Bachelor’s preferred) and at least four years of customer service or appointment coordination experience.
• Strong critical‑thinking, interpersonal, and stakeholder‑management abilities.
• Ability to prioritize and organize multiple assignments in a fast‑paced environment.

Required skills

• Proficiency in navigating and managing multiple technology systems and software applications.
• Excellent patient‑focused communication and problem‑solving skills.