Patient Access Rep - OLG Access Center - Full Time

Ochsner Health•Lafayette, LA

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 gathers and verifies patient identification, demographic, insurance, and financial information for the permanent medical record while maintaining confidentiality. It includes point-of-service collections, insurance verification, and face-to-face registration interactions, with a focus on professional service and patient satisfaction. The representative is cross-trained to support multiple functions across patient and payer types. The position requires accurate data entry, collection and completion of required forms and documents, explanation of insurance benefits and patient financial responsibility, and financial analysis of cases. The representative also handles cash drawer balancing and deposit preparation, collaborates with other departments, adapts communication to patient needs, and follows applicable laws, regulations, accreditation standards, and the employer’s compliance and privacy policies. The work is described as sedentary and takes place in a healthcare setting, with possible occupational exposure to communicable diseases and hazardous medications or waste.

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. Relevant experience may include front-line registration, financial counseling, banking, retail, or similar work involving direct customer or patient interaction.
Computer skills and dexterity for data entry and information retrieval.
Effective verbal and written communication skills, including the ability to present information clearly and professionally.
Proficiency with Windows-style applications, role-specific software packages, and keyboard use.
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 patient and customer questions.
Ability to solve practical problems and manage high-stress situations professionally.
Good organizational, time-management, and conflict-resolution skills.
Excellent decision-making and analytical skills, with strong attention to detail.
Ability to work collaboratively 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.

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 and accurate.
Gather and enter patient and guarantor demographic and financial information accurately and efficiently.
Explain insurance benefits and collect co-pays, 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 end-of-shift cash drawer closing procedures.
Demonstrate respect and cooperation with staff and a willingness to prevent or resolve interpersonal conflicts.
Adapt behavior and communication to the patient population, respecting privacy and requesting permissions as appropriate.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements, and ensure compliance.
Report known or suspected unethical conduct and patient or employee safety, privacy, or other compliance concerns.
Perform other related duties as required.