Patient Access Representative - Geauga Medical Center

University Hospitals•Chardon, OH

2h•Onsite

About The Position

The Emergency Department Patient Access Representative is often the first point of contact for patients and families during vulnerable moments. The role helps create a welcoming and supportive experience while ensuring accurate registration, communication, and coordination of care in the Emergency Department. The representative works with nurses, physicians, and interdisciplinary care teams to support patient flow, timely treatment, patient satisfaction, and operational success. The position is part-time at UH Geauga Medical Center in Chardon, Ohio, for 16 hours per week, with a stated schedule of 11:00 p.m. to 7:00 a.m. The role may require floating to off-site locations or alternate registration areas and has a stated travel requirement of 10%25.

Requirements

High school equivalent or 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 patients and families during Emergency Department visits 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.
Help patients enroll in and navigate MyChart and other patient communication tools.
Communicate patient information clearly with nurses, providers, and other Emergency Department team members.
Collect and process copays, deductibles, coinsurance, and prior balances according to 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 timely and accurate 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.