Sr Patient Account Customer Service Rep- New Orleans

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.  Come make a difference at Ochsner Health and discover your future today! 

This job is responsible for handling patient billing inquiries for the company. Responsibilities include, but are not limited to, working directly with patients to provide customer service and collect past due balances. This job ensures patients receive the best service through timely and accurate responses. Additional responsibilities include handing escalated calls and/or inquiries, working all tickets, making adjustments to accounts based on calls, and providing coaching to staff.

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

Preferred – Bachelors’ degree

Work Experience

Required – 2 years of customer service, healthcare, or office experience

Preferred – 1 year experience in healthcare billing, previous call center experience, experience with medical terminology in a medical billing environment

Knowledge Skills and Abilities (KSAs)

• Must have computer skills and dexterity required for data entry and retrieval of patient information.
• 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 be proficient with Windows-style applications, various software packages specific to role and keyboard.
• Strong interpersonal skills.
• Ability to perform effectively under conditions of fluctuating workload without compromising assigned deadlines.
• Works with minimal supervision and makes independent decisions.
• Ability to provide coaching and effective feedback.
• Demonstrated problem resolution and follow through.
• Ability to work independently and as part of a team.

Job Duties

• Promptly replies and provides accurate information to customers regarding medical bill accounts via inbound and outbound telephone calls, e-mail, fax, regular mail correspondence or in person.
• Serves as a liaison between the patient, providers, external departments or other responsible person(s) to ensure that charts are applied appropriately, transactions are recorded and appropriately maintained and account balances and discrepancies are resolved within the prescribed period.
• Plans, organizes, and prioritizes work and convinces debtors on the necessity of assuming financial responsibility.  Educates the debtor on any available payment options, as well as explain the financial impact of various alternatives.
• Provides top quality customer service experience on every patient inquiry received to ensure and maintain high levels of patient satisfaction.  Must represent the Organization by providing appropriate/applicable levels of competency and professionalism to ensure all patients issues are resolve timely, accurately and efficiently.
• Ensures each call is handled appropriately and effectively to ensure the highest level of patient satisfaction.
• Works to complete all tickets entered from staff.
• Assists supervisors with escalated patient calls and/or inquiries and daily operations of the department.
• Provides routine support with new hire and on-going staff training/coaching.
• Completes more complex research of a patient accounts perf