Patient Access Representative I Family Medicine

University Hospitals•Cleveland, OH

About The Position

The Patient Access Representative serves as the first point of contact for patients and their families, supporting patients, families, and health care providers. The role helps ensure accurate patient demographic, insurance, payment, and other vital information, responds to questions, resolves scheduling and patient concerns, and provides exceptional service. The representative supports the medical care team by streamlining patient processing to improve patient satisfaction and help keep appointments on schedule. The position directly affects the revenue cycle and patient experience. The representative works Monday through Friday, 9:00 a.m. to 5:30 p.m. The role may include work at off-site locations and requires compliance with privacy and security requirements for protected health information (PHI), including applicable annual training, the UH Code of Conduct, and UH policies and procedures. The representative participates in emergency preparedness, maintains an organized work area, may be cross-trained for other duties, and performs other assigned duties.

Requirements

High school equivalent or GED.
At least 1 year of customer service experience.
Exceptional communication skills with patients and medical care providers.
Ability to juggle and prioritize multiple responsibilities and handle interruptions.
Strong organizational skills.
Problem-solving skills for scheduling conflicts, missing documentation, and other issues.
Attention to detail to ensure patient information is accurate and available.
Compassion when helping patients and caregivers in difficult situations.
Understanding of the importance of confidentiality.

Nice To Haves

Associate degree or progress toward a degree.
Medical terminology knowledge.
At least 1 year of customer service experience in healthcare.
Basic knowledge of electronic health records and basic medical terminology.

Responsibilities

Check patients in and/or out for medical visits.
Answer patient inquiries by phone and schedule appointments.
Assist patients with enrolling in and using MyChart.
Enter, update, and validate patient demographic, insurance, and financial information.
Communicate information and important details to other members of the medical care team.
Contact insurance companies regarding coverage, preapprovals, billing, and other issues as needed.
Collect and process patient payments, including copays, coinsurance, deductibles, and prior balances.
Assist with completing paperwork and forms.
Work with EPIC work queues, worklists, and in-basket messages.
Schedule referrals and follow-up visits.
Scan documents into EPIC accurately and on time.
Collaborate with staff and providers across the system to improve patient experience and department efficiency.
Participate in UH emergency preparedness.
Maintain a clean and organized work area.
Cross-train to perform other duties as assigned and potentially work at off-site locations.
Comply with policies, standards, and PHI privacy and security requirements.
Perform other duties as assigned.