Patient Access Representative

University Hospitals•Beachwood, OH

8h•Onsite

About The Position

The Patient Access Representative is the initial point of contact for patients and their families, providing support and interaction with patients, families, and healthcare providers. This role involves ensuring the accuracy of demographic, insurance, payment, and other vital patient information. They are responsible for managing patient questions, problem-solving scheduling concerns, and maintaining exceptional patient service. The representative also supports the medical care team by streamlining patient processing to enhance satisfaction and keep appointments on schedule, directly impacting both the revenue cycle and the patient experience.

Requirements

High School Equivalent / GED
1+ years Customer Service
Exceptional communication skills with both 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 all patient information is accurate and available
Compassion to help patients and caregivers in difficult situations
Understanding of the importance of confidentiality
Basic knowledge of electronic health records and basic medical terminology

Nice To Haves

Associate's Degree or progress towards degree
Medical Terminology
2+ years Customer Service or Customer Service in healthcare

Responsibilities

Checking patients in and/or out for medical visits
Answering the phone to address patient inquiries and scheduling appointments
Assists patients with enrolling and utilizing MyChart
Entering, updating and validating patient demographic, insurance & financial information to ensure accurate registration
Communicating information and important details to other medical care team
May contact insurance companies regarding coverage, preapprovals, billing and other issues
Collects and processes patient payments for visit copays, coinsurance, deductibles and prior balances
Assist with completion of various types of paperwork and forms
Effectively work EPIC workques, worklist and inbasket messages
Schedules referrals and follow-up visits
Accurate and timely scanning of documents into EPIC
Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency
Actively participates in UH emergency preparedness
Maintains a clean and organized work area
Will be cross-trained to perform other duties as assigned
May be scheduled to work at off-sites
Performs other duties as assigned
Complies with all policies and standards
For specific duties and responsibilities, refer to documentation provided by the department during orientation
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace