Patient Access Representative - Emergency Department

University Hospitals•Ravenna, OH

5h•Onsite

About The Position

The Patient Access Representative works in the Emergency Department at Portage Medical Center in Ravenna, Ohio, helping patients and families through registration, communication, and care coordination. The role supports patient flow, timely treatment, patient satisfaction, and departmental operations while collaborating with nurses, physicians, and interdisciplinary care teams. The position is full-time, with nights and weekends.

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's degree or progress toward a degree.
At least 2 years of customer service experience, or customer service experience in healthcare.
Basic knowledge of electronic health records and basic medical terminology.

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.
Support patients with enrollment and navigation of 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 as needed after Emergency Department visits.
Maintain accurate and timely documentation, including scanning and indexing records within EPIC.
Manage EPIC work queues, worklists, and in-basket messages to support departmental operations.
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.