Patient Access Representative Allergy & Immunology (Travel Required)

University Hospitals•Orange, OH

11d

About The Position

The Patient Access Representative serves as the first point of contact for patients and their families. This highly visible role supports patients, families, and health care providers by ensuring accurate demographic, insurance, payment, and other vital patient information. 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 keep appointments on schedule. The role directly affects the revenue cycle and patient experience. The representative checks patients in and out, answers phones, schedules appointments and referrals, assists patients with MyChart, maintains and validates registration information, processes payments, and supports insurance-related inquiries. The role also involves communicating with the medical care team, handling paperwork, working with EPIC work queues, worklists and inbasket messages, and scanning documents into EPIC. This position works collaboratively with staff and providers across the system, may be scheduled at off-sites, and includes cross-training for other duties as assigned. The representative participates in emergency preparedness, maintains an organized work area, complies with policies and standards, and follows requirements for protecting patient health information, including annual training and applicable codes and policies. Travel is required; the posting specifies “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 helping patients and caregivers in difficult situations.
Understanding of the importance of confidentiality.
Ability to meet the physical demands listed, including occasional standing and walking, constant sitting, and handling items weighing up to 20 lbs rarely.
Travel requirement is listed as “10%25.”

Nice To Haves

Associate 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 patient inquiries by phone 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, including copays, coinsurance, deductibles, and prior balances.
Assist with completion of paperwork and forms.
Work EPIC work queues, worklists, and inbasket messages.
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 all policies and standards and protect patients’ Protected Health Information (PHI).
Perform other duties as assigned.