Patient Access Representative

Cleveland Clinic•Akron, OH

1d•Onsite

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Join us at Cleveland Clinic Akron General Hospital where we have been providing world-class care to our community for over 100 years. Here, we strive for patient-centered care and comfort with our collaborative team of healthcare professionals. We are committed to serving the community and treat our patients as family. Caregivers in the Patient Registration Area are the first point of contact for many of Akron General’s patients. In this role, you will work in a call center environment, answering incoming phone calls and placing outgoing calls to and from patients, offices, or different departments. It will be your goal to ensure patients have an exceptional experience before they even enter the hospital. This position is a great steppingstone to others in Customer Service or departments within the Cleveland Clinic system. A caregiver in this position works Monday-Friday from 9:30AM – 6:00PM.

Requirements

High School Diploma or GED
One year of customer service work experience OR higher education and training
Proficiency in data entry
Knowledge of medical terminology
Excellent customer service skills

Nice To Haves

One year of hospital clerical or billing work experience
Insurance knowledge
Call center experience

Responsibilities

Register, schedule and pre-register patients for inpatient, emergency and outpatient tests and procedures.
Educate patients regarding their benefit levels, review eligibility, prepare estimates, advise patients of out-of-pocket expenses, collect payments, apply payments and maintain security of payments.
Complete accurate face-to-face and phone interviews to obtain demographic, insurance, medical and financial information.
Schedule services and provide the physician’s office and/or patient with accurate date and time information, room availability, physician availability, typical time needed to complete the procedure and/or procedures that conflict with each other.
Complete questionnaires to assist departments with preparing for patients.
Utilize the screening tool for self-pay patients to determine any possible payer source.
Refer patients to financial counselors.
Advise patients of and generate Advanced Beneficiary Notice (ABN) and/or Assumption of Financial Responsibility (AFR).
Obtain, scan and index physician orders.
Cross train to staff all patient access areas.