Lead Patient Rep

Cincinnati Children's•Greendale, WI

19h•Onsite

About The Position

At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s. Cincinnati Children's is recognized by U.S. News & World Report as a top 10 best Children's Hospitals in the nation for more than 15 years, consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH) Funding, one of America’s Best Large Employers (2025), America’s Best Employers for New Grads (2025), one of the nation's America’s Most Innovative Companies as noted by Fortune, consistently certified as a great place to work, a Leading Disability Employer as noted by the National Organization on Disability, and Magnet® designated for the fourth consecutive time by the American Nurses Credentialing Center (ANCC). The organization embraces innovation and the responsible use of artificial intelligence to empower teams with tools that help them work smarter and care better. The Lead Patient Rep provides assistance and services to patients, families, staff and external agencies in the accurate completion of patient registration, admission and scheduling across multiple divisions. This role investigates and resolves customer requests, questions or problems, acts as a point of contact for clinical teams, ensures patient safety, maintains HIPAA/Confidentiality, supports the Revenue Cycle, and ensures compliance with regulatory agencies.

Requirements

High school diploma or equivalent
5+ years of work experience in a related job discipline.

Responsibilities

Provides assistance and services to patients, families, staff and external agencies in the accurate completion of patient registration, admission and scheduling across multiple divisions.
Investigates and resolves customer requests, questions or problems according to CCHMC policies and procedures.
Contacts outside representatives to request information or assistance in resolving problems.
Monitors and makes adjustments to optimize patient flow and staff utilization.
Act as point of contact for clinical teams.
Ensures patient safety by identifying the correct patient, identifying special needs, and preparing isolation precautions for patients who have Infectious Disease indicators.
Escalate potential safety concerns regarding patient identity and other safety risks.
Act as Team Lead for emergency management.
Maintains confidentiality, protects and safeguards patient/family personal medical and financial information at all times during collection, use and storage.
Access only information and records necessary to perform the responsibilities of the position.
Provide coaching on HIPAA/Confidentiality concerns, escalating concerns and potential resolutions to management.
Supports the Revenue Cycle, Health Information Management, and Regulatory by ensuring that the necessary data, information and forms are obtained and accurately entered into the appropriate system.
Talks to management to explain system errors or to recommend changes to the system.
Identify and resolve data and insurance coverage errors and trends.
Manages escalated cases.
Provides constructive feedback and coaching.
Identifies trends and escalates to Manager.
Completes and authenticates all documents and questionnaires that ensure compliance with regulatory agencies (JCAHO, CMS, ODH).
Escalate compliance concerns and offer resolutions to management.
Completes compliance auditing and escalates issues or trends to Manager.