Patient Access Rep - PRN

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate. We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways. At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters.

About the role

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 demographical data for the patient’s permanent medical record which assist in accurate reimbursement while recognizing the necessity of 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; improves patient satisfaction through consistently representing the company professionally and is cross-trained to support multiple functions across all patient and payer types.

Responsibilities

• Provide excellent customer service to all patients, guests, and family members.
• Create, activate, and complete the patient scheduling, clinic registration, or hospital admission process. Ensures all required forms are completed and other paperwork/documents are gathered and accurate.
• Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information; explains insurance benefits and collects co-pays, deductibles, and self-pay portions due.
• Performs financial analysis of each case and informs patient of financial responsibility.
• Balances cash drawer daily, prepares deposit slips, and follows closing cash drawer process at the end of each shift.
• Demonstrates respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve inter-personal conflicts.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions, and communication style.
• Remains knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations, and standards.
• Other related duties as required.

Requirements

• High school diploma or equivalent (required).
• Associate’s Degree (preferred).
• Minimum of 1 year of experience in a hospital, clinic, medical office, business services/revenue cycle, or other customer service-related environment. Experience may include front line registration, financial counseling, banking, retail, or similar roles involving direct customer or patient interaction.
• Certification in Healthcare Access Manager (CHAM), Certification in Healthcare Access Associate (CHAA), or Certification as a Medical Assistant (or other medical specialty-based certification) (preferred).

Skills

• 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.
• Must be proficient with Windows-style applications, various software packages specific to role, and keyboard.
• Strong interpersonal skills.
• Must have clerical skills and exhibit technical knowledge of healthcare insurance benefits, various payor guidelines on referral and authorization processes, as well as current knowledge of Federal, State, and Local billing regulations.
• Skills to effectively present information and respond to questions from patients and customers, with proficiency.
• Skills to solve practical problems and deal with high-stress situations while maintaining a high quality of professionalism.
• Good organizational, time management, and conflict resolution skills.
• Excellent decision-making skills; good analytical skills with a strong attention to detail.
• Ability to work collaboratively with other departments.
• Ability to exercise sound judgment in handling/escalating difficult situations.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods.
• Normal routine involves no exposure to blood, body fluid, or tissue, and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.
• The incumbent works with patients who have known or suspected communicable diseases and may enter isolation rooms.
• The incumbent has an occupational risk for exposure to all communicable diseases.
• There may be 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.