Patient Access Rep - North Louisiana Region

Ochsner Health•Monroe, LA

About The Position

The Patient Access Rep greets patients and guests courteously by phone or in person, schedules appointments, and completes patient check-in, registration, or admission. The role obtains and verifies patient identification, demographic, and financial information for the medical record and reimbursement, while maintaining patient confidentiality. Responsibilities include point-of-service collections, insurance verification through electronic, telephone, or web-based methods, and professional face-to-face interactions that support patient satisfaction. The representative is cross-trained to assist across multiple functions and 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, or another customer-service environment involving direct patient or customer interaction. An associate’s degree and relevant healthcare access or medical specialty certification are preferred. The role involves clerical, computer, communication, organizational, analytical, and interpersonal skills, including knowledge of insurance benefits, payer referral and authorization guidelines, and current billing regulations. Work is classified as sedentary, involving sitting most of the time and only occasional walking or standing. The employee may work with patients with known or suspected communicable diseases, enter isolation rooms, and have occupational risk of exposure to communicable diseases and hazardous medications or waste in the healthcare setting.

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 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 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.
Excellent decision-making and analytical skills, with strong attention to detail.
Ability to collaborate with other departments.
Sound judgment in handling or escalating difficult situations.

Nice To Haves

Associate’s degree.
Certification in Healthcare Access Manager (CHAM), Certification in Healthcare Access Associate (CHAA), or certification as a Medical Assistant or in 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 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.
Verify insurance through electronic verification, telephone, or web applications.
Balance the cash drawer daily, prepare deposit slips, and follow end-of-shift cash drawer closing procedures.
Adapt communication and behavior to the patient population, including respecting privacy, introducing oneself appropriately, explaining services or procedures, and requesting permissions.
Maintain knowledge of applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or other compliance concerns.
Demonstrate respect and cooperation in staff relationships and help prevent or resolve interpersonal conflicts.
Perform other related duties as required.