Patient Access Rep - Asthma, Allergy and ENT Clinic

Ochsner Health•Shreveport, 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, and admission processes. The role obtains and verifies accurate patient identification, demographic, and financial information for the permanent medical record while maintaining confidentiality. It includes point-of-service collections, insurance verification through electronic, telephone, or web-based methods, and professional face-to-face interactions that support patient satisfaction. The representative is cross-trained to support multiple functions across patient and payer types. The position 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 relevant healthcare access, medical assistant, or specialty-based certification are preferred. The role requires computer and data-entry skills, effective communication, proficiency with Windows-style and role-specific software, interpersonal and clerical skills, knowledge of healthcare insurance benefits, payer referral and authorization guidelines, and current billing regulations. Good organization, time management, conflict resolution, analytical and decision-making skills, attention to detail, professionalism under stress, collaboration, and sound judgment are also required. Work is sedentary, involving mostly sitting and occasional walking or standing, with occasional exertion of up to 10 pounds. The routine involves no exposure to blood, body fluid, or tissue, and the employee is not called upon to provide emergency care or first aid. The employee may work with patients who have known or suspected communicable diseases and may enter isolation rooms, creating occupational exposure risk. Healthcare-setting work may also involve exposure to hazardous medications or waste, with risk varying according to job duties.

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 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 keyboard use.
Strong interpersonal skills and clerical skills.
Technical knowledge of healthcare insurance benefits, payer referral and authorization guidelines, and current federal, state, and local billing regulations.
Ability to present information effectively and respond proficiently to questions from patients and customers.
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 and 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

Greet patients and guests courteously in person and by telephone.
Schedule appointments and create, activate, and complete patient scheduling, clinic registration, check-in, or hospital admission processes.
Obtain and verify accurate patient identification, demographic, guarantor, and financial information while maintaining confidentiality.
Ensure required forms are completed and paperwork and documents are gathered and accurate.
Explain insurance benefits and collect co-pays, deductibles, self-pay portions, and other point-of-service payments due.
Verify insurance using electronic verification, telephone, or web applications.
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.
Provide excellent customer service to patients, guests, and family members, representing the employer professionally and supporting patient satisfaction.
Adapt communication and behavior to the patient population, including respecting privacy, introducing oneself appropriately, explaining services or procedures, and requesting permissions.
Demonstrate respect and cooperation in staff relationships and willingness to prevent or resolve interpersonal conflicts.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or other compliance concerns promptly.
Perform other related duties as required.