Patient Access Rep - New Orleans - PRN

Ochsner Health•New Orleans, 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 accurate identification, demographic, and financial information for the patient’s medical record while maintaining confidentiality and supporting accurate reimbursement. It also includes point-of-service collections, insurance verification through electronic, telephone, or web-based methods, and professional face-to-face interactions throughout registration and admission. The representative is cross-trained to support multiple functions across patient and payer types and helps improve patient satisfaction. The position requires a high school diploma or equivalent and at least one year of experience in a hospital, clinic, medical office, business services/revenue cycle, or customer service-related environment. An associate’s degree and specified healthcare access or medical certifications are preferred. The role requires computer and clerical proficiency, communication and interpersonal skills, knowledge of healthcare insurance and billing requirements, sound judgment, and the ability to handle high-stress situations professionally. This is sedentary work, involving mostly sitting with occasional standing or walking and exerting up to 10 pounds of force occasionally. The routine involves no exposure to blood, body fluids, or tissue, and the incumbent is not called upon to perform or assist in emergency care or first aid. The role does involve working with patients who have known or suspected communicable diseases, including possible entry into isolation rooms, and occupational risk of exposure to communicable diseases and potentially hazardous medications or waste in the healthcare environment. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

High school diploma or equivalent.
At least one year of experience in a hospital, clinic, medical office, business services/revenue cycle, or other customer service-related environment. Relevant experience may include front-line registration, financial counseling, banking, retail, or similar work 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 packages, and keyboarding.
Strong interpersonal skills.
Clerical skills and technical knowledge of healthcare insurance benefits, payer guidelines for referrals and authorizations, 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 while maintaining professionalism.
Good 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.
Sound judgment in handling or escalating difficult situations.
Ability to maintain patient confidentiality and comply with applicable laws, regulations, standards, and the employer’s Compliance & Privacy Program and Standards of Conduct.

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 collected 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 cash-drawer closing procedures at the end of each shift.
Maintain respectful and cooperative relationships with staff and help prevent or resolve interpersonal conflicts.
Adapt behavior and communication to the patient population, including respecting privacy, introducing oneself appropriately, explaining services or procedures, requesting permissions, and adjusting communication style.
Remain knowledgeable about and comply with applicable laws, accreditation standards, and regulatory requirements.
Report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or other compliance concerns.
Perform other related duties as required.