Patient Access Rep - OMC-NO (Jeff Hwy) & NOLA Region

Ochsner Health•New Orleans, LA

About The Position

The Patient Access Rep greets patients and guests courteously in person and by telephone, initiates appointment scheduling, and completes patient check-in, registration, or hospital admission. The role obtains and verifies accurate patient identification and demographic information for the permanent medical record while maintaining confidentiality. It also handles point-of-service collections, verifies insurance through electronic, telephone, or web-based methods, and supports patient satisfaction through professional service and cross-training across multiple functions and patient and payer types. The position requires accurate collection and entry of patient, guarantor, demographic, and financial information; explanation of insurance benefits and patient financial responsibility; and completion of necessary forms and documents. The representative also performs financial analysis, manages cash drawer balancing and deposits, and maintains compliance with applicable laws, regulations, accreditation standards, and the employer’s Compliance & Privacy Program. This is sedentary work, involving sitting most of the time with occasional standing or walking and exerting up to 10 pounds of force occasionally. The routine does not involve exposure to blood, body fluids, or tissue, and the employee is not called upon to provide emergency care or first aid. The role may involve working with patients who have known or suspected communicable diseases, including entering isolation rooms, and may carry occupational exposure risks related to communicable diseases, hazardous medications, or hazardous waste.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a hospital, clinic, medical office, business services or revenue cycle, or another customer service-related environment. Experience may include front-line registration, financial counseling, banking, retail, or similar roles involving direct customer or patient interaction.
Computer skills and dexterity for data entry and information retrieval.
Effective verbal and written communication skills and the ability to present information clearly and professionally.
Proficiency with Windows-style applications, role-specific software, 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 handle high-stress situations professionally.
Good organizational, time-management, and conflict-resolution skills.
Strong decision-making and analytical skills, with attention to detail.
Ability to work collaboratively with other departments and use 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 other paperwork and documents are gathered and accurate.
Gather and enter patient and guarantor demographic and financial information efficiently and accurately.
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 the end-of-shift cash drawer closing process.
Adapt interactions and communication to the patient population, respecting privacy and obtaining permissions as appropriate.
Demonstrate respect and cooperation in staff relationships and help prevent or resolve interpersonal conflicts.
Remain knowledgeable about applicable 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 compliance concerns.
Perform other related duties as required.