Patient Access Rep - River Region

Ochsner Clinic Foundation•Kenner, LA

12d

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, and admission processes. The role obtains and verifies patient identification, demographic, and financial information for the permanent medical record while protecting patient confidentiality. It handles point-of-service collections, verifies insurance through electronic tools, telephone, or web applications, and supports patient satisfaction through professional interactions and cross-training across functions and patient and payer types. The role gathers required forms and documents, explains insurance benefits and patient financial responsibilities, and performs financial analysis of cases. It also balances the cash drawer and prepares deposits, works collaboratively with other departments, and adapts communication to patient needs while maintaining privacy and respect. The incumbent must remain knowledgeable about applicable laws, regulations, accreditation standards, and compliance requirements. This is sedentary work, generally involving sitting with occasional brief standing or walking and exertion of up to 10 pounds occasionally. The role may involve contact with patients who have known or suspected communicable diseases, entry into isolation rooms, and occupational risk of exposure to communicable diseases and potentially hazardous medications or waste. Normal routine does not involve exposure to blood, body fluid, or tissue, and the incumbent is not called upon to provide emergency care or first aid.

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 involving direct customer or patient interaction; examples include front-line registration, financial counseling, banking, and retail.
Computer skills and dexterity for data entry and information retrieval.
Effective verbal and written communication skills, with the ability to present information clearly and professionally.
Proficiency with Windows-style applications, role-specific software, and keyboarding.
Strong interpersonal, clerical, organizational, time-management, and conflict-resolution skills.
Technical knowledge of healthcare insurance benefits, payer referral and authorization guidelines, and current federal, state, and local billing regulations.
Ability to respond effectively to patient and customer questions, solve practical problems, and handle high-stress situations professionally.
Sound judgment in decision-making and in handling or escalating difficult situations; analytical skills and attention to detail.
Ability to work collaboratively with other departments.

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.
Gather and verify patient identification, demographic, guarantor, and financial information; ensure required forms and documents are accurate and complete.
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.
Verify insurance using electronic verification, telephone, or web applications.
Balance the cash drawer daily, prepare deposit slips, and follow cash-drawer closing procedures at the end of each shift.
Adapt introductions, explanations, requests for permission, and communication style to the patient population while respecting privacy.
Demonstrate cooperation in staff relationships and help prevent or resolve interpersonal conflicts.
Maintain knowledge of and compliance with applicable laws, regulations, accreditation standards, and employer compliance and privacy requirements.
Report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or compliance concerns.
Perform other related duties as required.