Patient Access Representative

University Hospitals•Cleveland, OH

21h•Onsite

About The Position

As a Patient Access Representative, you are often the very first connection a patient and their family have with our organization. Your work directly shapes the patient's experience—from the moment they arrive or call in—while also supporting the care team behind the scenes. If you enjoy helping people, feel welcomed, informed, and confident while keeping things organized and moving smoothly, this role offers a meaningful way to make an impact every day. This role blends patient interaction, problem‑solving, and administrative accuracy. On a typical day, you’ll: Welcome and check patients in and out for their medical visits, Answer phone calls to help patients with questions, scheduling, and next steps in care, Assist patients with enrolling in and using MyChart, Accurately enter, review, and update patient demographic, insurance, and financial information, Communicate important details with physicians and clinical care teams to support coordinated care, Collect and process patient payments, including copays, deductibles, coinsurance, and prior balances, Work in EPIC, including workqueues, worklists, in‑basket messaging, and document scanning, Schedule referrals and follow‑up appointments, Help patients complete required forms and paperwork. Your attention to detail and compassionate communication help ensure appointments stay on schedule and patients feel supported throughout their visit. Additional Ways You’ll Contribute: Work collaboratively with teammates and providers to improve efficiency and the patient experience, Participate in emergency preparedness activities as needed, Maintain a clean, organized workspace, Cross‑train to support additional functions and locations when needed, Follow all organizational policies, standards, and confidentiality requirements.

Requirements

High School Equivalent / GED (Required)
1+ years Customer Service (Required)
Exceptional communication skills with both patients and medical care providers to relay necessary information (Required proficiency)
Ability to juggle and prioritize multiple responsibilities and handle interruptions (Required proficiency)
Strong organizational skills (Required proficiency)
Problem-solving skills for scheduling conflicts, missing documentation and other issues (Required proficiency)
Attention to detail to ensure all patient information is accurate and available (Required proficiency)
Compassion to help patients and caregivers in difficult situations (Required proficiency)
Understanding of the importance of confidentiality (Required proficiency)
Basic knowledge of electronic health records and basic medical terminology (Required proficiency)

Nice To Haves

Associate’s degree or progress towards degree (Preferred)
Medical Terminology (Preferred)
2+ years Customer Service in or Customer Service healthcare (Preferred)

Responsibilities

Welcome and check patients in and out for their medical visits
Answer phone calls to help patients with questions, scheduling, and next steps in care
Assist patients with enrolling in and using MyChart
Accurately enter, review, and update patient demographic, insurance, and financial information
Communicate important details with physicians and clinical care teams to support coordinated care
Collect and process patient payments, including copays, deductibles, coinsurance, and prior balances
Work in EPIC, including workqueues, worklists, in‑basket messaging, and document scanning
Schedule referrals and follow‑up appointments
Help patients complete required forms and paperwork
Work collaboratively with teammates and providers to improve efficiency and the patient experience
Participate in emergency preparedness activities as needed
Maintain a clean, organized workspace
Cross‑train to support additional functions and locations when needed
Follow all organizational policies, standards, and confidentiality requirements