Patient Access Representative

University Hospitals•Willoughby, OH

About The Position

As a Patient Access Representative, you are often the first point of connection for patients and their families. You help shape the patient experience from arrival or an incoming call while supporting the care team and helping appointments proceed smoothly. The role combines patient interaction, problem-solving, and accurate administrative work. You welcome patients and manage check-in and check-out, answer calls, assist with MyChart, and enter, review, and update patient demographic, insurance, and financial information. You communicate with physicians and clinical care teams, collect and process patient payments, work in EPIC, schedule referrals and follow-up appointments, and help patients complete required paperwork. You also collaborate with teammates and providers to improve efficiency and the patient experience, participate in emergency preparedness activities as needed, maintain an organized workspace, cross-train to support other functions and locations when needed, and follow organizational policies and confidentiality requirements. The organization describes its workplace as respectful and inclusive and provides training, policies, and clear standards to support team members and protect patient information.

Requirements

High school equivalent or GED.
At least 1 year of customer service experience.
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.
Medical terminology knowledge.
At least 1 year of customer service experience in healthcare.
Basic knowledge of electronic health records and basic medical terminology.

Responsibilities

Welcome patients and check them in and out for medical visits.
Answer phone calls and assist patients with questions, scheduling, and next steps in care.
Assist patients with enrolling in and using MyChart.
Enter, review, and update patient demographic, insurance, and financial information accurately.
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.
Collaborate 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 organizational policies, standards, and confidentiality requirements.