Patient Access Rep - River Region

Ochsner Health•Kenner, LA

About The Position

The Patient Access Rep greets patients and guests courteously by telephone and in person, schedules appointments, and completes patient check-in, registration, and hospital admission processes. The role collects and verifies patient identification, demographic, financial, and insurance information for accurate medical records and reimbursement while protecting confidential information. Responsibilities include point-of-service collections, explaining insurance benefits and financial responsibility, and verifying coverage electronically, by telephone, or through web applications. The representative supports patient satisfaction by communicating professionally and adapting to patient needs, and is cross-trained to support multiple functions across patient and payer types. The position requires a high school diploma or equivalent and at least one year of experience in a hospital, clinic, medical office, business services or revenue cycle, customer service, or a similar role involving direct customer or patient interaction. An associate’s degree and relevant healthcare access or medical specialty certification are preferred. The employee must comply with applicable laws, accreditation and regulatory requirements, and the employer’s Compliance & Privacy Program and Standards of Conduct. This is sedentary work involving sitting most of the time, with occasional walking or standing and occasional exertion of up to 10 pounds. The normal routine does not involve exposure to blood, body fluid, or tissue, and the employee is not called upon to provide emergency care or first aid. However, the role involves working with patients who may have communicable diseases, including possible entry into isolation rooms, and may carry occupational exposure risks related to communicable diseases, hazardous medications, or hazardous waste in the healthcare environment.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a hospital, clinic, medical office, business services or revenue cycle, customer service, or another environment involving direct customer or patient interaction.
Computer skills and dexterity for data entry and retrieval.
Effective verbal and written communication skills, with the 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 patient and customer questions.
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.
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 courteous, professional customer service to patients, guests, and family members.
Create, activate, and complete patient scheduling, clinic registration, and hospital admission processes.
Ensure required forms are completed and necessary 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 in staff relationships and help prevent or resolve interpersonal conflicts.
Adapt interactions to the patient population, including respecting privacy, introducing oneself appropriately, explaining services or procedures, requesting permissions, and adjusting communication style.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Immediately report known or suspected unethical or questionable conduct and concerns related to patient or employee safety, patient privacy, or compliance.
Perform other related duties as required.