Patient Access Rep, Ortho Clinic - Sheffield Village

University Hospitals•Sheffield, 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; helps resolve questions 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 directly affects the revenue cycle and patient experience. Depending on the work environment, the representative may be cross-trained as a Provider Administrative Assistant, may schedule surgical procedures, and may be scheduled to work at off-sites. The role requires protecting patient health information and complying with applicable policies and standards. Travel requirements are listed as “10%25.”

Requirements

High school equivalent or GED.
At least 2 years of healthcare or customer service experience.
Exceptional communication skills with patients and medical care providers.
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 assisting 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.

Responsibilities

Check patients in and/or out for medical visits.
Answer patient phone 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 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 paperwork and forms.
Work EPIC workqueues, worklists, and inbasket messages.
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.
Meet or exceed team productivity and quality standards.
In certain work environments, cross-train to function as a Provider Administrative Assistant.
May schedule surgical procedures.
Collaborate with staff and providers across the system to improve patient experience and department efficiency.
Maintain a clean and organized work area.
May be cross-trained to perform other duties as assigned.
Participate in UH emergency preparedness.
May be scheduled to work at off-sites.
Perform other duties as assigned.
Comply with all policies and standards and protect patients’ Protected Health Information (PHI).