Patient Access Representative I Medicine, Cleveland and Eastside

University Hospitals•Orange, OH

About The Position

The Patient Access Representative serves as the first point of contact for patients and their families. This visible, patient-facing role supports patients, families, and health care providers by ensuring accurate demographic, insurance, payment, and other vital patient information. The representative responds to questions, resolves patient and scheduling concerns, and provides exceptional service while helping the medical care team streamline patient processing, improve patient satisfaction, and keep appointments on schedule. The role directly affects both the revenue cycle and the patient experience. The representative checks patients in and out, answers calls, schedules appointments and follow-up visits, assists patients with MyChart, processes payments, and maintains accurate registration records. The role also involves communicating with the care team, working in EPIC, scanning documents, assisting with forms, and potentially contacting insurers about coverage, preapprovals, billing, and other issues. Teamwork, emergency preparedness, maintaining an organized work area, and protecting patient health information are important aspects of the position. The employee may be cross-trained, assigned other duties, or scheduled to work at off-sites. The position requires a high school equivalent or GED and at least one year of customer service experience. An associate degree or progress toward one, medical terminology, and customer service experience in healthcare are preferred. The listed travel requirement is 10%25.

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 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 assisting patients and caregivers in difficult situations.
Understanding of the importance of confidentiality.

Nice To Haves

Associate degree or progress toward a degree.
Medical terminology.
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 phones, address patient inquiries, 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 for copays, coinsurance, deductibles, and prior balances.
Assist with completing various types of paperwork and forms.
Work EPIC work queues, worklists, and in-basket messages.
Schedule referrals and follow-up visits.
Scan documents into EPIC accurately and promptly.
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-sites.
Comply with policies and standards, including requirements for protecting and securely maintaining patient health information (PHI).