Patient Access Representative II, Mayfield Heights

University Hospitals•Mayfield Heights, OH

About The Position

The Patient Access Representative II serves as a first point of contact for patients and their families, interacting with patients, families, and health care providers. The role ensures accurate patient demographic, insurance, payment, and other vital information; responds to questions; resolves patient and scheduling concerns; and provides exceptional service. The representative supports the medical care team by streamlining patient processing, improving patient satisfaction, and helping keep appointments on schedule. The position has a direct effect on the revenue cycle and patient experience. The representative checks patients in and out, answers calls, schedules appointments and referrals, assists patients with MyChart, updates registration information, processes payments, and scans documents into EPIC. The role also communicates important information to the care team, works EPIC workqueues, worklists, and inbasket messages, and may contact insurers regarding coverage, preapprovals, billing, and other issues. Additional duties may include training new hires, recommending process improvements, assisting with paperwork, and, in certain settings, cross-training as a Provider Administrative Assistant or scheduling surgical procedures. The role works collaboratively across the system to improve patient experience and department efficiency, maintains an organized work area, may work at off-sites, and may perform other assigned duties. The representative participates in emergency preparedness and must comply with organizational policies and requirements for the safe and secure handling of protected health information (PHI), including annual training and the UH Code of Conduct. The position requires a high school equivalent or GED and at least two years of healthcare or customer service experience. An associate's degree is preferred. Travel requirements are listed as “10%25.”

Requirements

High school equivalent or GED required.
At least 2 years of healthcare or customer service experience required.
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.
Basic knowledge of electronic health records and basic medical terminology.

Nice To Haves

Associate's degree preferred.

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 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, including copays, coinsurance, deductibles, and prior balances.
Assist with completing various types of paperwork and forms.
Work EPIC workqueues, worklists, and inbasket messages effectively.
Schedule referrals and follow-up visits.
Scan documents accurately and promptly into EPIC.
Serve as a resource for new-hire orientation and training.
Identify and recommend process improvements, projects, and workflows.
Exceed team productivity and quality standards.
Cross-train as a Provider Administrative Assistant in certain work environments, as applicable.
Schedule surgical procedures, as applicable.
Collaborate with staff and providers across the system to improve patient experience and department efficiency.
Maintain a clean and organized work area.
Participate in UH emergency preparedness.
Work at off-sites when scheduled.
Perform other duties as assigned and comply with policies and standards.
Safely and securely maintain patients' protected health information (PHI).