Patient Access Rep
Ochsner Health, Baton Rouge, LA, United States
This job greets patients and guests in a courteous manner whether via telephone contact or in person; initiates scheduling an appointment or completing the check‑in process/admission for patients; obtains and verifies accurate identification and demographic data for the patient’s permanent medical record which assists in accurate reimbursement while maintaining the confidentiality of all patient information. Responsible for point‑of‑service collections, face‑to‑face patient interactions related to completing the patient registration and admission process; responsible for the verification of insurance via electronic verification, telephone, or web application; and improves patient satisfaction through consistently representing the organization professionally and being cross trained to support multiple functions across all patient and payer types.
This job description summarizes the primary duties and responsibilities of the position. It is not intended to be a comprehensive or all‑inclusive listing of duties.
Qualifications
Education – Required: High school diploma or equivalent. Preferred: Associate’s degree.
Work Experience – Required: One year of related hospital, clinic, medical office, business services/revenue cycle, front‑line registration, financial counseling, banking, hotel retail, and/or customer service experience.
Certifications – Preferred: Healthcare Access Manager (CHAM), Healthcare Access Associate (CHAA), Medical Assistant or other medical specialty‑based certification.
Knowledge, Skills, and Abilities
Must have 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.
Proficiency with Windows‑style applications, various software packages specific to the role, and keyboard use.
Strong interpersonal skills.
Clerical skills and knowledge of healthcare insurance benefits, payer guidelines on referral and authorization processes, and current knowledge of federal, state, and local billing regulations.
Ability to present information and respond to questions from patients and customers with proficiency.
Problem‑solving skills and the ability to handle high‑stress situations while maintaining professionalism.
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.
Sound judgment in handling or escalating difficult situations.
Job Duties
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.
Efficiently and accurately gather and input patient/guarantor demographic and financial information; explain insurance benefits and collect co‑pays, deductibles, and self‑pay portions due.
Perform financial analysis of each case and inform patient of financial responsibility.
Balance cash drawer daily, prepare deposit slips, and follow closing cash drawer procedure at the end of each shift.
Demonstrate respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve interpersonal conflicts.
Adapt behavior to the specific patient population, including respecting privacy, introducing oneself appropriately, adapting explanations of services or procedures, requesting permissions, and using suitable communication style.
Perform other related duties as required.
Physical and Environmental Demands
Sedentary work – Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Normal routine involves no exposure to blood, body fluid, or tissue. The incumbent may assist in emergency care or first aid only occasionally and may work with patients who have known or suspected communicable diseases and enter isolation rooms.
There is an occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning, and/or disposal of contaminated waste. The risk level may increase depending on the essential job duties of the role.
The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
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This job description summarizes the primary duties and responsibilities of the position. It is not intended to be a comprehensive or all‑inclusive listing of duties.
Qualifications
Education – Required: High school diploma or equivalent. Preferred: Associate’s degree.
Work Experience – Required: One year of related hospital, clinic, medical office, business services/revenue cycle, front‑line registration, financial counseling, banking, hotel retail, and/or customer service experience.
Certifications – Preferred: Healthcare Access Manager (CHAM), Healthcare Access Associate (CHAA), Medical Assistant or other medical specialty‑based certification.
Knowledge, Skills, and Abilities
Must have 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.
Proficiency with Windows‑style applications, various software packages specific to the role, and keyboard use.
Strong interpersonal skills.
Clerical skills and knowledge of healthcare insurance benefits, payer guidelines on referral and authorization processes, and current knowledge of federal, state, and local billing regulations.
Ability to present information and respond to questions from patients and customers with proficiency.
Problem‑solving skills and the ability to handle high‑stress situations while maintaining professionalism.
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.
Sound judgment in handling or escalating difficult situations.
Job Duties
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.
Efficiently and accurately gather and input patient/guarantor demographic and financial information; explain insurance benefits and collect co‑pays, deductibles, and self‑pay portions due.
Perform financial analysis of each case and inform patient of financial responsibility.
Balance cash drawer daily, prepare deposit slips, and follow closing cash drawer procedure at the end of each shift.
Demonstrate respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve interpersonal conflicts.
Adapt behavior to the specific patient population, including respecting privacy, introducing oneself appropriately, adapting explanations of services or procedures, requesting permissions, and using suitable communication style.
Perform other related duties as required.
Physical and Environmental Demands
Sedentary work – Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Normal routine involves no exposure to blood, body fluid, or tissue. The incumbent may assist in emergency care or first aid only occasionally and may work with patients who have known or suspected communicable diseases and enter isolation rooms.
There is an occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning, and/or disposal of contaminated waste. The risk level may increase depending on the essential job duties of the role.
The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
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