Patient Access Representative I

University Hospitals•Elyria, OH

17d

About The Position

The Patient Access Representative I is often the first point of contact for patients and their families, helping shape the patient experience while supporting the care team. This role combines patient interaction, problem-solving, and administrative accuracy to keep visits organized and running smoothly. Responsibilities include welcoming patients and checking them in and out, answering calls about questions and scheduling, assisting with MyChart, and entering, reviewing, and updating demographic, insurance, and financial information. The representative communicates relevant information to physicians and clinical care teams, processes patient payments, works in EPIC, schedules referrals and follow-up appointments, and helps patients complete forms. The role also involves collaborating with teammates and providers, participating in emergency preparedness activities as needed, maintaining an organized workspace, cross-training to support other functions and locations, and following organizational policies and confidentiality requirements. The position requires occasional standing and walking, constant sitting, talking, and hearing, and may involve rare lifting, carrying, pushing, pulling, or climbing of up to 20 pounds. Travel requirements are listed as “10%25.”

Requirements

High School Equivalent / GED.
At least 1 year of customer service experience.
Exceptional communication skills with patients and medical care providers to relay necessary information.
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's 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

Welcome patients and check them in and out for medical visits.
Answer phone calls and help patients with questions, scheduling, and next steps in care.
Assist patients with enrolling in and using MyChart.
Enter, review, and update patient demographic, insurance, and financial information accurately.
Communicate important details with physicians and clinical care teams to support coordinated care.
Collect and process patient payments, including copays, deductibles, coinsurance, and prior balances.
Work in EPIC, including workqueues, worklists, in-basket messaging, and document scanning.
Schedule referrals and follow-up appointments.
Help patients complete required forms and paperwork.
Collaborate with teammates and providers to improve efficiency and the patient experience.
Participate in emergency preparedness activities as needed.
Maintain a clean, organized workspace.
Cross-train to support additional functions and locations when needed.
Follow organizational policies, standards, and confidentiality requirements.