Sr Patient Access Rep- OLG Orthopedics Clinic- Full Time

ochsner; Lafayette (LA); On-site; USD 32,000 - 42,000; Full time

Job summary

Ochsner is seeking a customer service-focused professional to support patients and guests, primarily via telephone and in-person interactions, guiding them through their medical experience. You will verify data, explain benefits, collect payments, and resolve issues related to registration and scheduling.

The role emphasizes accurate data entry, effective communication, and collaboration with a team to maintain productivity and compliance with privacy standards.

Qualifications

• Must have computer skills and dexterity for data entry and retrieval of patient information.
• Must be proficient with Windows-style applications and keyboard.
• Effective verbal and written communication skills with varying levels of individuals throughout the patient care process.

Responsibilities

• Provide excellent customer service to patients and guests, communicating throughout their medical experience.
• Explain insurance benefits and collect co-pays, deductibles and self-pay portions; inform patient of financial responsibility.
• Research and resolve issues impeding registration, scheduling, or accounts; monitor queues for accuracy and performance.
• Monitor productivity and accuracy; work with team to meet department goals.
• Adapt communication style to patient population and privacy requirements.

Skills

Interpersonal skills

Verbal and written communication

Data entry

Windows applications

Education

High School diploma or equivalent

Associates degree (preferred)

Tools

Windows OS

Data entry software

Job description

Exceptional care starts with exceptional people.

For us, this is more than a job- it's a calling. It's waking up each day, looking for ways to make a difference with a compassionate, inclusive and talented team. Ochsner empowers you to discover your passion, reach your potential, and Pursue Your Purpose. Exceptional care starts with exceptional people and teams. Together we are leading the way.

This job provides excellent customer service to patients and guest whether via telephone contact or in person and effectively communicates with patients throughout their medical experience. Explains insurance benefits and collects co-pays, deductibles and self-pay portions due while informing the patient of their financial responsibility; researches and resolves complaints regarding customer service, registration, authorization or scheduling; monitors team productivity/accuracy and works with team members on any issues. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Education

• Required - High School diploma or equivalent; additional degrees, business training experience and/or certifications may be combined to meet minimum qualifications.
• Preferred - Associates degree

Work Experience

• Required - Minimum of 3 years 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.

Certifications

• Preferred - Certification in Healthcare Access Manager (CHAM), Certification in Healthcare Access Associate (CHAA), Certification as a Medical Assistant (or other medical specialty-based certification)

Knowledge Skills and Abilities (KSAs)

• Must have computer skills and dexterity required for data entry and retrieval of patient information.
• Must be proficient with Windows-style applications and keyboard.
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care process
• Must have computer skills and dexterity required for data entry and retrieval of information
• Must be proficient with Windows-style applications, various software packages specific to role and keyboard
• Strong interpersonal skills

Job Duties

• Provide excellent customer service to all patients, guests, family members and employees and effectively communicating with patients throughout their medical experience
• Performs daily operations activities such as: ensures accurate and timely collection of all data and required forms necessary for the processing of charges/claims, and ultimately, the receipt and processing of payments owed to the company.
• Explains insurance benefits and collects co-pays, deductibles and self-pay portions due, and inform patient of financial responsibility.
• Researches and resolves any issues impeding the efficient and effective registration of accounts; working with team on quality assurance scores to improve accuracy and by monitoring the workques for those accounts.
• Researches and resolves complaints regarding customer service, registration, authorization or scheduling.
• Monitors and maintains productivity and accuracy: meets all department productivity and accuracy goals and maintains records documenting activity. Monitors team member productivity/accuracy and works with team members on any issues identified.
• 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.

Other related duties as required. The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.

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.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employe