Patient Access Representative I Medicine, Westlake and CMC

University Hospitals•Westlake, OH

About The Position

The Patient Access Representative serves as the first point of contact for all patients and their families. This highly visible role supports and interacts with patients, families, and health care providers. They work directly with patients to ensure accuracy of demographic, insurance, payment and other vital patient information. They help manage questions, problem solve patient and scheduling concerns, while maintaining exceptional patient service. They support the rest of the medical care team, helping to streamline patient processing to improve patient satisfaction and help keep appointments on schedule. The Patient Access Representative has an direct effect on both the revenue cycle and the patient experience.

Requirements

High School Equivalent / GED (Required)
1+ years Customer Service (Required)
Exceptional communication skills with both patients and medical care providers to relay necessary information (Required proficiency)
Ability to juggle and prioritize multiple responsibilities and handle interruptions (Required proficiency)
Strong organizational skills (Required proficiency)
Problem-solving skills for scheduling conflicts, missing documentation and other issues (Required proficiency)
Attention to detail to ensure all patient information is accurate and available (Required proficiency)
Compassion to help patients and caregivers in difficult situations (Required proficiency)
Understanding of the importance of confidentiality (Required proficiency)
Basic knowledge of electronic health records and basic medical terminology (Required proficiency)

Nice To Haves

Associate's Degree or progress towards degree (Preferred)
Medical Terminology (Preferred)
1+ years Customer Service in healthcare (Preferred)

Responsibilities

Checking patients in and/or out for medical visits
Answering the phone to address patient inquiries and scheduling appointments.
Assists patients with enrolling and utilizing MyChart.
Entering, updating and validating patient demographic, insurance & financial information to ensure accurate registration
Communicating information and important details to other medical care team
May contact insurance companies regarding coverage, preapprovals, billing and other issues
Collects and processes patient payments for visit copays, coinsurance, deductibles and prior balances.
Assist with completion of various types of paperwork and forms.
Effectively work EPIC workques, worklist and inbasket messages.
Schedules referrals and follow-up visits.
Accurate and timely scanning of documents into EPIC
Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency.
Actively participates in UH emergency preparedness.
Maintains a clean and organized work area.
Will be cross-trained to perform other duties as assigned.
May be scheduled to work at off-sites.
Performs other duties as assigned.
Complies with all policies and standards.
For specific duties and responsibilities, refer to documentation provided by the department during orientation.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.