Patient Account Customer Service Rep - THS

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 Health System. 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.

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.

• Required – High School diploma or equivalent
• Preferred – Bachelor's degree

• Required – 1 year of customer service, healthcare, or office experience
• Preferred – Previous call center experience
• Experience with medical terminology in a medical billing environment

• 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.
• Works with minimal supervision and makes independent decisions.

• 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.
• Records and maintains transactions appropriately ensuring 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 explains 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 company by providing appropriate/applicable levels of competency and professionalism to ensure all patient issues are resolved timely, accurately and efficiently.
• Ensures each call is handled appropriately and effectively to ensure the highest level of patient satisfaction.
• Other 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/employee safety, patient…