Patient Access Representative.Ashland Family Practice

University Hospitals•Ashland, OH

About The Position

The Patient Access Representative is the first point of contact for patients and their families at Ashland Family Practice. This highly visible role supports patients, families, and healthcare providers by ensuring accurate demographic, insurance, payment, and other patient information. The representative addresses questions, resolves patient and scheduling concerns, and provides exceptional service while helping streamline patient processing, improve satisfaction, and keep appointments on schedule. The role directly affects the revenue cycle and patient experience. The position includes checking patients in and out, handling calls and appointment scheduling, helping patients use MyChart, maintaining registration information, processing payments, assisting with forms, and using EPIC workqueues, worklists, and inbasket messages. The representative also schedules referrals and follow-up visits, scans documents into EPIC, and communicates relevant information to the medical care team. Additional duties include collaborating across the system, participating in emergency preparedness, maintaining an organized work area, and cross-training for other assigned duties. The employee may be scheduled at off-site locations and must comply with applicable policies and requirements for protecting patient health information.

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 calls 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.
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 copays, coinsurance, deductibles, and prior balances.
Assist with completing various types of paperwork and forms.
Work EPIC workqueues, worklists, and inbasket messages.
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 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.
Comply with policies and standards, including requirements for safely and securely maintaining protected health information.