Patient Access Representative Digestive Health Institute

University Hospitals•Cleveland, OH

About The Position

The Patient Access Representative is the first point of contact for patients and their families, providing highly visible support to patients, families, and health care providers. The role ensures accurate patient demographic, insurance, payment, and other vital information; responds to questions; resolves patient and scheduling concerns; and delivers exceptional service. The representative supports the medical care team by streamlining patient processing, improving patient satisfaction, and helping keep appointments on schedule. The position directly affects both the revenue cycle and patient experience. The role works collaboratively with staff and providers across the system to improve patient experience and department efficiency. The representative may be cross-trained for other duties and may be scheduled to work at off-sites. The position includes responsibility for protecting patient health information (PHI) and complying with applicable policies, standards, training, and the UH Code of Conduct. 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 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 degree or progress toward a degree.
Medical terminology.
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 phones to address patient inquiries 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 for copays, coinsurance, deductibles, and prior balances.
Assist with completing various types of paperwork and forms.
Work effectively with EPIC work queues, worklists, and in-basket messages.
Schedule referrals and follow-up visits.
Scan documents into EPIC accurately and promptly.
Work collaboratively 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.
Perform other duties as assigned and comply with all policies and standards.
Safely and securely maintain Protected Health Information (PHI) in accordance with applicable requirements.