Patient Access Rep - New Orleans Region

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 patient identification and demographic information for the permanent medical record while maintaining confidentiality. It also handles point-of-service collections, verifies insurance electronically, by telephone, or through web applications, and supports multiple functions across patient and payer types. The representative helps improve patient satisfaction through professional interactions and accurate, efficient service. The role requires a high school diploma or equivalent and at least one year of experience in a hospital, clinic, medical office, business services or revenue cycle, or another customer-service environment involving direct customer or patient interaction. An associate’s degree and specified healthcare-access or medical certifications are preferred. This is sedentary work, involving mostly sitting and only occasional walking or standing. The position may involve working with patients who have known or suspected communicable diseases, including entering isolation rooms, and occupational risk of exposure to communicable diseases and hazardous medications or waste in the healthcare environment. The role does not routinely involve exposure to blood, body fluid, or tissue, and incumbents are not called upon to perform or assist with emergency care or first aid.

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 involving direct customer or patient interaction. Examples include front-line registration, financial counseling, banking, and retail.
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 proficiently.
Ability to solve practical problems and handle high-stress situations professionally.
Good organizational, time-management, and conflict-resolution skills.
Excellent decision-making and analytical skills, with strong attention to detail.
Ability to work collaboratively with other departments.
Ability to exercise 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 related 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 the closing cash drawer process at the end of each shift.
Demonstrate respect and cooperation in staff relationships and a willingness to prevent or resolve interpersonal conflicts.
Adapt interactions to the patient population, including respecting privacy, introducing oneself appropriately, explaining services or procedures, requesting permissions, and adjusting communication style.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Report known or suspected unethical or questionable conduct and concerns related to patient or employee safety, patient privacy, or compliance.
Perform other related duties as required.