Sr. Patient Access Rep - Monroe

Ochsner Health•Monroe, LA

3d•Onsite

About The Position

This job provides excellent customer service to patients and guest whether via telephone contact or in person and effectively communicates with patients throughout their medical experience. Explains insurance benefits and collects co-pays, deductibles and self-pay portions due while informing the patient of their financial responsibility; researches and resolves complaints regarding customer service, registration, authorization or scheduling; monitors team productivity/accuracy and works with team members on any issues. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Requirements

High School diploma or equivalent; additional degrees, business training experience and/or certifications may be combined to meet minimum qualifications.
Minimum of 3 years of experience in a hospital, clinic, medical office, business services/revenue cycle, or other customer service-related environment. Experience may include front line registration, financial counseling, banking, retail, or similar roles involving direct customer or patient interaction.
Must have computer skills and dexterity required for data entry and retrieval of patient information.
Must be proficient with Windows-style applications and keyboard.
Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care process
Must have computer skills and dexterity required for data entry and retrieval of information
Must be proficient with Windows-style applications, various software packages specific to role and keyboard
Strong interpersonal skills

Nice To Haves

Associates degree
Certification in Healthcare Access Manager (CHAM)
Certification in Healthcare Access Associate (CHAA)
Certification as a Medical Assistant (or other medical specialty-based certification)

Responsibilities

Provide excellent customer service to all patients, guests, family members and employees and effectively communicating with patients throughout their medical experience
Performs daily operations activities such as: ensures accurate and timely collection of all data and required forms necessary for the processing of charges/claims, and ultimately, the receipt and processing of payments owed to the company.
Explains insurance benefits and collects co-pays, deductibles and self-pay portions due, and inform patient of financial responsibility.
Researches and resolves any issues impeding the efficient and effective registration of accounts; working with team on quality assurance scores to improve accuracy and by monitoring the workques for those accounts.
Researches and resolves complaints regarding customer service, registration, authorization or scheduling.
Monitors and maintains productivity and accuracy: meets all department productivity and accuracy goals and maintains records documenting activity.
Monitors team member productivity/accuracy and works with team members on any issues identified.
Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
Other related duties as required.
Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.
This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

Benefits

Ochsner Health is the leading not-for-profit healthcare provider in the Gulf South, delivering expert care at its 46 hospitals and more than 370 health and urgent care centers.
For 12 consecutive years, U.S. News & World Report has recognized Ochsner as the No. 1 hospital in Louisiana.
Additionally, Ochsner Children’s has been recognized as the No. 1 hospital for kids in Louisiana for three consecutive years.
Ochsner inspires healthier lives and stronger communities through a combination of standard-setting expertise, quality and connection not found anywhere else in the region.
In 2023, Ochsner Health cared for more than 1.5 million people from every state in the nation and 65 countries.
Ochsner’s workforce includes more than 38,000 dedicated team members and over 4,700 employed and affiliated physicians.
Ranked one of Newsweek's list of America's Greatest Workplaces for Diversity of 2024
Becker's Healthcare listed Ochsner Health as 150 Top Places to Work in Healthcare
Awarded Culture Awards for Purpose and Values and Healthcare Industry by Top Workplace
Ranked as a 2023 Top Workplace in the USA!
Awarded Top Work Places 2023 for six consecutive years by The Times-Picayune
Earned 2022-2023 Great Place to Work Certification™
Ochsner Health named to Newsweek's America's Greatest Workplaces for Parents and Families 2023