Patient Access Representative Aurora Family Medicine

University Hospitals•Aurora, OH

About The Position

The Patient Access Representative is the first point of contact for patients and families, supporting them and health care providers. The role ensures accurate demographic, insurance, payment, and other patient information; addresses questions and scheduling concerns; and delivers 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. The role collaborates with staff and providers across the system, may include work at off-site locations, and may require cross-training for other duties. The representative must comply with organizational policies and standards and safeguard protected health information through required training and adherence to the UH Code of Conduct and applicable policies.

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, 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 copays, coinsurance, deductibles, and prior balances.
Assist with completion of paperwork and forms.
Work EPIC work queues, worklists, and in-basket 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 duties as assigned and comply with all policies and standards.
Safely and securely maintain protected health information (PHI).