Patient Access Representative - Emergency Department

University Hospitals•Beachwood, OH

About The Position

The Emergency Department Patient Access Representative is often the first person patients and families encounter during vulnerable moments. This fast-paced, collaborative role helps create a welcoming and supportive experience while ensuring accurate registration, communication, and coordination of care in the Emergency Department. The representative works alongside nurses, physicians, and interdisciplinary care teams to support patient flow, timely treatment, patient satisfaction, and operational success. The role includes welcoming and assisting patients and families; completing registration, check-in, and discharge processes; verifying demographic, insurance, and financial information; answering calls and questions; supporting MyChart enrollment; collecting patient payments; assisting with insurance verification and authorizations; arranging follow-up services; and maintaining records and EPIC work queues. Additional duties include cross-department collaboration, emergency preparedness and training, maintaining a patient-ready work area, cross-training, floating to alternate locations, and following organizational policies, safety standards, compliance requirements, and HIPAA/PHI regulations. This position is scheduled Saturdays and Sundays from 3:00 p.m. to 11:30 p.m., plus one holiday per year. 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 in maintaining accurate patient information.
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.
At least 2 years of customer service experience, or customer service experience in healthcare.
Basic knowledge of electronic health records and basic medical terminology.

Responsibilities

Welcome and assist Emergency Department patients and families with empathy, professionalism, and urgency.
Complete patient registration, check-in, and discharge processes accurately and efficiently.
Verify and update demographic, insurance, and financial information.
Answer incoming calls and address patient questions, scheduling needs, and general inquiries.
Support patients with enrollment and navigation of MyChart and other patient communication tools.
Communicate patient information clearly with nurses, providers, and other Emergency Department team members.
Collect and process copays, deductibles, coinsurance, and prior balances according to organizational guidelines.
Assist with insurance verification, prior authorizations, coverage questions, and related documentation.
Schedule referrals, follow-up appointments, and additional services after Emergency Department visits as needed.
Maintain timely and accurate documentation, including scanning and indexing records within EPIC.
Manage EPIC work queues, worklists, and in-basket messages.
Collaborate across departments and care teams to improve patient flow, efficiency, and service excellence.
Participate in emergency preparedness activities and departmental training.
Maintain a clean, organized, and patient-ready work environment.
Cross-train in additional Patient Access functions and support other areas as needed.
Float to off-site locations or alternate registration areas when required.
Follow organizational policies, safety standards, compliance requirements, and HIPAA/PHI regulations.
Perform additional duties as assigned to support Emergency Department operations and patient care.