Patient Access Rep - Rush Region

Ochsner Health•Forest, MS

2d•Onsite

About The Position

This role involves greeting patients and guests courteously, whether in person or via telephone. The primary responsibilities include initiating appointment scheduling or completing the check-in/admission process for patients. Key tasks involve obtaining and verifying accurate identification and demographic data for the patient's permanent medical record to ensure accurate reimbursement, while strictly maintaining patient confidentiality. The position is also responsible for point-of-service collections and face-to-face patient interactions related to registration and admission. Insurance verification via electronic means, phone, or web application is a core duty. The role aims to improve patient satisfaction by consistently representing the company professionally and by being cross-trained to support multiple functions across various patient and payer types.

Requirements

High school diploma or equivalent
Minimum of 1 year 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.
Computer skills and dexterity required for data entry and retrieval of information.
Effective verbal and written communication skills and the ability to present information clearly and professionally.
Proficient with Windows-style applications, various software packages specific to role and keyboard.
Strong interpersonal skills.
Clerical skills and technical knowledge of healthcare insurance benefits, various payor guidelines on referral and authorization processes, and current knowledge of Federal, State, and Local billing regulations.
Skills to effectively present information and respond to questions from patients and customers.
Skills to solve practical problems and deal with high stress situations while maintaining a high quality of professionalism.
Good organizational, time management, and conflict resolution skills.
Excellent decision-making skills; good analytical skills with a strong attention to detail.
Ability to work collaboratively with other departments.
Ability to exercise sound judgment in handling/escalating difficult situations.

Nice To Haves

Associate’s 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

Greet patients and guests courteously in person or via telephone.
Initiate appointment scheduling or complete the check-in process/admission for patients.
Obtain and verify accurate identification and demographic data for the patient’s permanent medical record.
Maintain the confidentiality of all patient information.
Responsible for point-of-service collections.
Perform face-to-face patient interactions related to completing the patient registration and admission process.
Verify insurance via electronic verification, telephone, or web application.
Improve patient satisfaction through professional representation and cross-training.
Provide excellent customer service to all patients, guests, and family members.
Create, activate, and complete the patient scheduling, clinic registration, or hospital admission process.
Ensure all required forms are completed and other paperwork/documents are gathered and accurate.
Gather and input patient/guarantor demographic and financial information efficiently and accurately.
Explain insurance benefits and collect co-pays, deductibles, and self-pay portions due.
Perform financial analysis of each case and inform the patient of financial responsibility.
Balance cash drawer daily, prepare deposit slips, and follow closing cash drawer process at the end of each shift.
Demonstrate respect and cooperation in all staff relationships.
Adapt behavior to the specific patient population, including respect for privacy, method of introduction, adapting explanations, requesting permissions, and communication style.
Remain knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements and ensure compliance.