Patient Access Representative Eastside ENT

University Hospitals•Concord, OH

About The Position

The Patient Access Representative is the first point of contact for patients and their families. This highly visible role interacts with patients, families, and health care providers, ensuring demographic, insurance, payment, and other essential patient information is accurate. The representative answers questions, resolves patient and scheduling concerns, and provides exceptional service while supporting the medical care team, streamlining patient processing, improving patient satisfaction, and helping appointments stay on schedule. The role directly affects both the revenue cycle and the patient experience. The position includes patient registration, appointment scheduling, payment processing, referral and follow-up scheduling, paperwork support, and use of EPIC workqueues, worklists, and inbasket messages. The representative may contact insurers about coverage, preapprovals, billing, and other issues, and assists patients with MyChart. Additional duties include collaborating across the health system, participating in emergency preparedness, maintaining an organized work area, cross-training for other duties, and potentially working at off-sites. The position requires compliance with policies and standards, including protecting patient health information (PHI) through applicable training and procedures. Physical demands include constant sitting, talking, and hearing; frequent repetitive motions and eye/hand/foot coordination; occasional standing, walking, handling, and grasping; and rare lifting, carrying, pushing, pulling, climbing, balancing, stooping, kneeling, crouching, crawling, reaching, and feeling. Rare lifting, carrying, pushing, pulling, and climbing are listed as up to 20 pounds. Travel requirements are listed as “10%25.”

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 assisting 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 phones, respond to 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, including copays, coinsurance, deductibles, and prior balances.
Assist with completing paperwork and forms.
Work EPIC workqueues, worklists, and inbasket 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 potentially work at off-sites.
Comply with policies and standards, including requirements for securely maintaining patient health information.