Patient Access Representative I Family Medicine

University Hospitals•Cleveland, OH

About The Position

The Patient Access Representative is the first point of contact for patients and their families. This highly visible role supports and interacts with patients, families, and health care providers. The representative works directly with patients to ensure the accuracy of demographic, insurance, payment, and other vital patient information; answers questions; resolves patient and scheduling concerns; and provides exceptional patient service. The role supports the medical care team by streamlining patient processing to improve patient satisfaction and help keep appointments on schedule, with a direct effect on the revenue cycle and patient experience. The position is scheduled from 7:30 a.m. to 4:00 p.m., Monday through Friday. The representative may be scheduled to work at off-sites and will be cross-trained to perform other duties as assigned. Travel requirements are listed as 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 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

Check patients in and/or out for medical visits.
Answer phones to address patient inquiries and schedule appointments.
Assist patients with enrolling in and using MyChart.
Enter, update, and validate patient demographic, insurance, and financial information to ensure accurate registration.
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 visit copays, coinsurance, deductibles, and prior balances.
Assist with completing various types of paperwork and forms.
Work EPIC workqueues, worklists, and in-basket messages effectively.
Schedule referrals and follow-up visits.
Scan documents into EPIC accurately and in a timely manner.
Collaborate with staff and providers across the system to improve patient experience and department efficiency.
Participate actively in UH emergency preparedness.
Maintain a clean and organized work area.
Comply with all policies and standards, including requirements for safely and securely maintaining patients’ Protected Health Information.
Perform other duties as assigned.