Patient Access Representative - Emergency Department

University Hospitals•Ravenna, OH

13h•Onsite

About The Position

As an Emergency Department Patient Access Representative, you are often the first person patients and families encounter during some of their most vulnerable moments. In this fast-paced, highly collaborative role, you will help create a welcoming, supportive experience while ensuring accurate registration, communication, and coordination of care within the Emergency Department. You’ll work alongside nurses, physicians, and interdisciplinary care teams to help keep patient flow moving efficiently, support timely treatment, and contribute directly to both patient satisfaction and operational success. If you thrive in a dynamic environment, enjoy helping people, and excel at multitasking with compassion and professionalism, we invite you to join our team.

Requirements

High School Equivalent / GED (Required proficiency)
1+ years Customer Service (Required proficiency)
Exceptional communication skills with both patients and medical care providers to relay necessary information (Required proficiency)
Ability to juggle and prioritize multiple responsibilities and handle interruptions (Required proficiency)
Strong organizational skills (Required proficiency)
Problem-solving skills for scheduling conflicts, missing documentation and other issues (Required proficiency)
Attention to detail to ensure all patient information is accurate and available (Required proficiency)
Compassion to help patients and caregivers in difficult situations (Required proficiency)
Understanding of the importance of confidentiality (Required proficiency)
Basic knowledge of electronic health records and basic medical terminology (Required proficiency)
Standing Occasionally
Walking Occasionally
Sitting Constantly
Lifting Rarely up to 20 lbs
Carrying Rarely up to 20 lbs
Pushing Rarely up to 20 lbs
Pulling Rarely up to 20 lbs
Climbing Rarely up to 20 lbs
Balancing Rarely
Stooping Rarely
Kneeling Rarely
Crouching Rarely
Crawling Rarely
Reaching Rarely
Handling Occasionally
Grasping Occasionally
Feeling Rarely
Talking Constantly
Hearing Constantly
Repetitive Motions Frequently
Eye/Hand/Foot Coordination Frequently

Nice To Haves

Associate's Degree or progress towards degree (Preferred)
2+ years Customer Service or Customer Service in healthcare (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 to support timely care and billing accuracy.
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 important patient information clearly with nurses, providers, and other members of the Emergency Department team.
Collect and process copays, deductibles, coinsurance, and prior balances in accordance with 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 smooth 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 all organizational policies, safety standards, compliance requirements, and HIPAA/PHI regulations.
Perform additional duties as assigned to support Emergency Department operations and patient care.