Patient Access Rep - St. Bernard

Ochsner Health•Chalmette, LA

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, or hospital admission. The role obtains and verifies patient identification, demographic, and financial information for the medical record and reimbursement, while maintaining confidentiality. It also includes point-of-service collections, insurance verification, and face-to-face interactions related to registration and admission. The representative supports patient satisfaction by acting professionally and being cross-trained to serve multiple functions across patient and payer types. The position requires accurate completion of registration and admission documentation, explanation of insurance benefits and patient financial responsibility, and collection of applicable payments. The representative maintains awareness of relevant laws, accreditation standards, and regulatory requirements, and follows the employer’s Compliance & Privacy Program and Standards of Conduct. The role is sedentary, with occasional standing or walking, and is based in a healthcare environment where occupational exposure risks may include communicable diseases and hazardous medications or waste.

Requirements

High school diploma or equivalent.
At least one year of experience in a hospital, clinic, medical office, business services or revenue cycle, or another customer service-related environment. Relevant experience may include front-line registration, financial counseling, banking, retail, or similar 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 to patient and customer questions effectively.
Ability to solve practical problems and handle high-stress situations professionally.
Organizational, time-management, and conflict-resolution skills.
Sound decision-making and analytical skills, with strong attention to detail.
Ability to work collaboratively with other departments.
Ability to 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-based certification.

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 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.
Analyze each case financially 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 a willingness to prevent or resolve interpersonal conflicts.
Adapt communication and behavior to patient needs, including respecting privacy, introducing oneself appropriately, explaining services or procedures, and requesting permissions.
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 other compliance concerns.
Perform other related duties as required.