Patient Access Rep - PRN - CGH

Ochsner Health•Butler, AL

About The Position

The Patient Access Rep greets patients and guests courteously in person and by telephone, schedules appointments, and completes patient check-in, registration, or hospital admission. The role obtains and verifies identification, demographic, and financial information for the patient’s permanent medical record while maintaining confidentiality. It includes point-of-service collections, insurance verification through electronic systems, telephone, or web applications, and professional face-to-face interactions throughout registration and admission. The representative supports patient satisfaction and is cross-trained to assist with multiple functions across patient and payer types. The position requires customer service skills, accurate data entry, knowledge of healthcare insurance benefits and payer guidelines, and the ability to manage challenging situations professionally. The employee must follow applicable laws, accreditation standards, regulatory requirements, and the employer’s Compliance & Privacy Program and Standards of Conduct. This description summarizes the role and is not an exhaustive list of duties.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a hospital, clinic, medical office, business services/revenue cycle, or another customer-service-related environment; qualifying experience may include front-line registration, financial counseling, banking, retail, or similar direct customer or patient interaction.
Computer skills and dexterity for data entry and information retrieval.
Effective verbal and written communication skills and ability to present information clearly and professionally.
Proficiency with Windows-style applications, role-specific software packages, and keyboarding.
Strong interpersonal skills.
Clerical skills and technical knowledge of healthcare insurance benefits, payer referral and authorization guidelines, and current federal, state, and local billing regulations.
Ability to present information and respond proficiently to questions from patients and customers.
Ability to solve practical problems and handle high-stress situations professionally.
Good organizational, time-management, and conflict-resolution skills.
Sound decision-making and analytical skills, with strong attention to detail.
Ability to collaborate with other departments.
Ability to exercise sound judgment when handling or escalating difficult situations.

Nice To Haves

Associate’s degree.
Certification in Healthcare Access Manager (CHAM), Healthcare Access Associate (CHAA), Medical Assistant, or another medical specialty-based certification.

Responsibilities

Provide excellent customer service to patients, guests, and family members.
Create, activate, and complete patient scheduling, clinic registration, or hospital admission processes.
Ensure required forms are completed and paperwork and documents are gathered accurately.
Gather and enter patient and guarantor demographic and financial information; explain insurance benefits and collect copayments, deductibles, and self-pay amounts due.
Perform financial analysis of each case and inform patients of their financial responsibility.
Balance the cash drawer daily, prepare deposit slips, and follow the cash-drawer closing process at the end of each shift.
Demonstrate respect and cooperation in staff relationships and a willingness to prevent or resolve interpersonal conflicts.
Adapt behavior to the patient population, including respecting privacy, introducing oneself appropriately, tailoring explanations, requesting permissions, and adjusting communication style.
Remain knowledgeable about applicable federal, state, and local laws, accreditation standards, and regulatory requirements, and ensure compliance.
Immediately report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or other compliance concerns.
Perform other related duties as required.