Patient Access Representative

Cleveland Area Hospital Holdings•Cleveland, OK

11d

About The Position

The Patient Access Representative provides accurate, efficient, and compassionate registration and related access services for patients receiving care at Cleveland Area Hospital. The role verifies patient identity and demographic information, confirms insurance eligibility and benefits, supports compliant point-of-service collections, and documents information in the electronic medical record (EMR). The representative protects patient privacy, collaborates with clinical and administrative teams, and contributes to a positive patient experience while meeting established quality and productivity standards. Patient Access coverage is provided 24 hours a day, including weekends, holidays, and inclement weather, based on staffing and hospital policy. The work involves regular communication, computer and telephone use, prolonged sitting, intermittent standing and walking, reaching, handling materials, and possible exposure to communicable illness. Specific lifting, pushing, and pulling demands must be validated by HR and operational leadership before adoption. Reasonable accommodation may be available for qualified individuals to perform essential functions. The position may have access to confidential patient records and must comply with HIPAA regulations and compliance policies. Cleveland Area Hospital/Lake Area Medical Associates is an equal opportunity employer and considers qualified applicants without regard to protected status.

Requirements

High school diploma or equivalent.
Effective verbal and written communication, organizational, customer-service, and computer/keyboard skills.
Ability to manage multiple tasks accurately, exercise judgment within assigned authority, and protect confidential information.

Nice To Haves

One to two years of experience in a medical field, hospital, physician office, or patient registration setting.
Experience with EMR/registration systems, insurance verification, medical terminology, and Medicare, Medicaid, or commercial payer processes.

Responsibilities

Greet patients and visitors, help them access appropriate services and departments, and maintain courtesy and discretion.
Use approved identifiers to identify patients and create or update EMR encounters; validate the Master Patient Index and resolve or escalate potential duplicate records.
Enter and confirm demographic, contact, guarantor, insurance, and physician-order information, and promptly correct registration errors.
Obtain required signatures, acknowledgments, consent-related forms, and applicable Medicare notices or questionnaires within role scope.
Distribute patient materials and provide reasonable assistance with facility entry, exit, and navigation.
Verify coverage, eligibility, benefits, and payer information using approved tools; identify and escalate discrepancies.
Explain and collect applicable copayments, deductibles, coinsurance, and other patient financial responsibilities under hospital policy; document transactions and prepare deposits when assigned.
Follow EMTALA requirements for emergency services so registration and financial processes do not delay required medical screening or stabilizing care.
Communicate clearly and respectfully with patients, families, providers, coworkers, and ancillary departments; use interpreter resources as needed.
Address concerns within the role’s authority and promptly escalate unresolved issues, safety concerns, or service delays.
Provide switchboard, visitor/vendor check-in, and other designated coverage when assigned and trained.
Complete assigned work accurately and within established timeframes; communicate barriers, outstanding items, and handoff needs.
Conduct assigned account audits and quality checks; participate in error reduction, training, and process improvement.
Maintain a clean, organized workspace and support coworkers and other registration areas as needed.
Attend required meetings, training, compliance and safety education, and complete assigned learning modules.
Follow HIPAA, EMTALA, infection prevention, confidentiality, patient rights, organizational policies, and applicable laws; protect confidential records and use minimum-necessary access.
Follow dress code, attendance, timekeeping, and scheduling procedures, and report ready to work at the start of each scheduled shift.
Perform other related duties within role scope as assigned.
Meet communicated departmental standards for accuracy, productivity, patient service, teamwork, dependability, and professional growth; quality and patient safety take precedence over speed.