Patient Access Representative Ohio Medical Group Elyria

University Hospitals•Elyria, OH

5d•Onsite

About The Position

The Patient Access Representative is the first point of contact for patients and their families, supporting patients, families, and health care providers. The role ensures accurate patient demographic, insurance, payment, and other vital information; responds to questions; resolves patient and scheduling concerns; and provides exceptional service. The representative supports the medical care team by streamlining patient processing, improving patient satisfaction, and helping keep appointments on schedule. The position has a direct effect on the revenue cycle and patient experience. The representative checks patients in and/or out, answers phones and schedules appointments, assists patients with MyChart, updates and validates registration information, communicates with the medical care team, and may contact insurance companies about coverage, preapprovals, billing, and other issues. Additional duties include collecting and processing payments, helping complete paperwork, working EPIC work queues, worklists, and inbasket messages, scheduling referrals and follow-up visits, and scanning documents into EPIC. The role works collaboratively with staff and providers across the system, participates in emergency preparedness, maintains an organized work area, and may be cross-trained or scheduled at off-site locations. The representative must comply with applicable policies and standards and protect patient health information (PHI), including through required training and adherence to the UH Code of Conduct and policies. Travel requirements are listed as “10%25.”

Requirements

High school equivalent or GED.
At least 1 year of customer service experience.
Exceptional communication skills with patients and medical care providers.
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 degree or progress toward a degree.
Medical terminology knowledge.
At least 1 year of customer service experience in healthcare.
Basic knowledge of electronic health records and basic medical terminology.

Responsibilities

Check patients in and/or out for medical visits.
Answer phones to address patient inquiries and schedule appointments.
Assist patients with enrolling in and using MyChart.
Enter, update, and validate patient demographic, insurance, and financial information for accurate registration.
Communicate information and important details to other members of the medical care team.
May contact insurance companies regarding coverage, preapprovals, billing, and other issues.
Collect and process patient payments for copays, coinsurance, deductibles, and prior balances.
Assist with completion of various types of paperwork and forms.
Effectively work EPIC work queues, worklists, and inbasket messages.
Schedule referrals and follow-up visits.
Scan documents accurately and promptly into EPIC.
Work collaboratively with staff and providers across the system to improve patient experience and department efficiency.
Participate in UH emergency preparedness.
Maintain a clean and organized work area.
Cross-train to perform other duties as assigned and potentially work at off-sites.
Perform other duties as assigned and comply with policies and standards.
Safely and securely maintain protected health information (PHI).