Patient Access Representative Tri City Avon

University Hospitals•Avon, OH

About The Position

The Patient Access Representative serves as the first point of contact for patients and their families, supporting and 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 patient 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 works collaboratively with staff and providers across the system, maintains a clean and organized work area, participates in emergency preparedness, and may be cross-trained for other duties or scheduled at off-sites. The role requires compliance with policies and standards and secure handling of Protected Health Information (PHI), including applicable annual training and adherence to the UH Code of Conduct and policies.

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 the phone 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 work queues, worklists, and in-basket messages effectively.
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 perform other assigned duties.
Comply with all policies and standards.
Safely and securely maintain patients’ Protected Health Information (PHI).