Patient Access Representative Premier Family Physicians Chesterland

University Hospitals•Chesterland, OH

About The Position

The Patient Access Representative serves as the first point of contact for patients and their families and supports patients, families, and health care providers. The role ensures the accuracy of demographic, insurance, payment, and other essential patient information; answers questions; resolves patient and scheduling concerns; and delivers exceptional patient service. The representative supports the medical care team by streamlining patient processing, helping improve patient satisfaction and keep appointments on schedule. The position has a direct effect on the revenue cycle and patient experience. The representative checks patients in and/or out, answers calls and schedules appointments, assists with MyChart enrollment and use, updates and validates registration information, and communicates relevant information to the medical care team. Duties also include insurance-related inquiries, collecting and processing patient payments, assisting with paperwork, working EPIC workqueues, worklists, and inbasket messages, scheduling referrals and follow-up visits, and scanning documents into EPIC. This role works collaboratively with staff and providers across the system, participates in emergency preparedness, maintains an organized work area, and may be cross-trained or scheduled at off-site locations. The representative must comply with policies and standards and securely maintain patients’ Protected Health Information (PHI), including applicable training and conduct requirements. Travel requirements are listed as “10%25” in the posting.

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 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 phone inquiries and schedule appointments.
Assist patients with enrolling in and using MyChart.
Enter, update, and validate patient demographic, insurance, and financial information for accurate registration.
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.
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-site locations.
Perform other assigned duties and comply with policies and standards.
Safely and securely maintain patient Protected Health Information (PHI).