Patient Access Representative

Cleveland Area Hospital•Cleveland, OK

12d•Onsite

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. The role includes patient registration and safety, insurance verification and collections, patient and staff communications, workflow quality, teamwork, and compliance with applicable policies and laws. Patient Access operates 24 hours a day, including weekends, holidays, and inclement weather, with coverage based on staffing and hospital policy. Work involves regular communication, computer and telephone use, prolonged sitting, intermittent standing and walking, reaching, handling materials, and possible exposure to communicable illness. Reasonable accommodation may be available for qualified individuals to perform essential functions.

Requirements

High school diploma or equivalent.
Effective verbal and written communication skills.
Organizational and customer-service skills.
Computer and keyboard skills.
Ability to manage multiple tasks accurately.
Ability to exercise judgment within assigned authority.
Ability to 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 or registration systems, insurance verification, medical terminology, and Medicare, Medicaid, or commercial payer processes.

Responsibilities

Greet patients and visitors, direct them to appropriate services, and provide courteous assistance.
Identify patients using approved identifiers; create or update EMR encounters, validate the Master Patient Index, and resolve or escalate potential duplicate records.
Enter and verify demographic, contact, guarantor, insurance, and physician-order information; correct registration errors promptly.
Obtain required signatures, acknowledgments, consent-related forms, and applicable Medicare notices or questionnaires within role scope.
Distribute patient materials and assist with facility entry, exit, and navigation.
Verify insurance coverage, eligibility, benefits, and payer information using approved tools; identify and escalate discrepancies.
Explain and collect applicable patient financial responsibilities under hospital policy, document transactions, and prepare deposits when assigned.
Follow EMTALA requirements for emergency services and ensure registration or financial processes do not delay required screening or stabilizing care.
Communicate respectfully with patients, families, providers, coworkers, and ancillary departments; use interpreter resources as needed.
Address concerns within 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 on time; communicate barriers, outstanding items, and handoff needs.
Conduct assigned account audits and quality checks, and participate in error reduction, training, and process improvement.
Maintain an 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 consistent with assigned responsibilities.
Follow dress code, attendance, timekeeping, and scheduling procedures; be 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.