Patient Access Rep - North Louisiana Region

Ochsner LSU Health System•Shreveport, LA

About The Position

The Patient Access Rep greets patients and guests courteously by phone and in person, schedules appointments, and completes patient check-in, registration, and admission processes. The role collects and verifies patient identification, demographic, and financial information for the medical record while maintaining confidentiality. It also involves point-of-service collections, insurance verification through electronic systems, phone, or web applications, explaining patient financial responsibilities, and representing the employer professionally to support patient satisfaction. The position is cross-trained to support multiple functions across patient and payer types. The role requires accurate completion of registration and admission documentation, strong customer service, and adherence to applicable laws, accreditation standards, regulatory requirements, and the employer’s compliance and privacy policies. The work is classified as sedentary, generally involving sitting with occasional standing or walking and occasional handling of objects weighing up to 10 pounds. Although routine duties do not involve exposure to blood, body fluids, or tissue and do not include emergency care, the employee may work with patients who have known or suspected communicable diseases, enter isolation rooms, and face occupational risks from communicable diseases and potentially 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. 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 packages, 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 present information and respond to patient and customer questions proficiently.
Ability to solve practical problems and handle high-stress situations professionally.
Sound judgment when handling or escalating difficult situations.
Good analytical and decision-making skills, with strong attention to detail.
Ability to work collaboratively with other departments.

Nice To Haves

Associate’s degree.
Certification in Healthcare Access Manager (CHAM).
Certification in Healthcare Access Associate (CHAA).
Medical Assistant certification 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 supporting 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 copayments, 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.
Verify insurance using electronic verification, telephone, or web applications.
Adapt communication and conduct to the patient population, including respecting privacy, introducing oneself appropriately, explaining services or procedures, requesting permissions, and adjusting communication style.
Demonstrate respect and cooperation with staff and help prevent or resolve interpersonal conflicts.
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.