Patient Access Representative - Emergency Department

University Hospitals•Cleveland, OH

6h•Onsite

About The Position

The Patient Access Representative supports patient registration and coordination in the Emergency Department at Cleveland Medical Center’s Main Campus, a Level I Trauma Center. The role is often patients’ and families’ first point of contact and helps provide a welcoming, supportive experience during emergency visits. The representative works with nurses, physicians, and interdisciplinary care teams to support efficient patient flow, timely treatment, patient satisfaction, and departmental operations. The position includes registering patients, verifying and updating information, communicating with patients and care teams, processing payments, assisting with insurance-related tasks, and coordinating follow-up services. It also involves maintaining records and managing EPIC work queues and messages. The representative may cross-train, support other areas, or float to off-site locations or alternate registration areas when required. The schedule is Monday through Friday, 1 p.m. to 9 p.m. The position is based at Cleveland Medical Center’s Main Campus in Cleveland, Ohio, with a stated travel requirement of 10%25.

Requirements

High School Equivalent / GED required.
At least 1 year of customer service experience required.
Exceptional communication skills with patients and medical care providers to relay necessary information.
Ability to juggle and 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 preferred.
At least 2 years of customer service experience, or customer service experience in healthcare, preferred.
Basic knowledge of electronic health records and basic medical terminology preferred.

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.
Assist patients with enrollment and navigation of MyChart and other patient communication tools.
Communicate patient information clearly to nurses, providers, and other Emergency Department team members.
Collect and process copays, deductibles, coinsurance, and prior balances in accordance with 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 accurate and timely documentation, including scanning and indexing records in 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.