Patient Access Representative - Emergency Department

University Hospitals•Cleveland, OH

22h•Onsite

About The Position

The Patient Access Representative works in the Emergency Department at Cleveland Medical Center, a Level I Trauma Center. The role is often the first point of contact for patients and families and helps provide a welcoming, supportive experience during Emergency Department visits. Working with nurses, physicians, and interdisciplinary care teams, the representative supports accurate registration, clear communication, coordination of care, efficient patient flow, and patient satisfaction. The position handles registration and discharge, verifies patient demographic and insurance information, responds to calls and questions, supports use of MyChart and other patient communication tools, and coordinates follow-up services. It also includes collecting patient payments, assisting with insurance and authorization matters, maintaining records in EPIC, and managing departmental work queues and messages. The representative may cross-train, support other Patient Access areas, or float to off-site locations or alternate registration areas as required.

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 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 assisting 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.
Assist patients with enrollment in and navigation of MyChart and other patient communication tools.
Communicate relevant patient information clearly to 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 accurate and timely documentation, including scanning and indexing records in 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.