Patient Access Representative - Parma

University Hospitals•Parma, OH

2d•Onsite

About The Position

The Patient Access Representative is often the first person patients and families interact with and helps create a welcoming, efficient experience. The role supports accurate registration, insurance, scheduling, and billing information so patients can focus on their care, while helping providers and care teams keep patient flow organized and reduce delays. The position contributes to both the patient experience and the accuracy of the revenue cycle. The representative works as part of a collaborative care team across departments and locations. Additional duties include maintaining a clean, organized, welcoming work environment; participating in emergency preparedness activities as needed; receiving cross-training to support other duties; working at off-site locations if scheduled; following organizational policies and standards; and protecting the confidentiality of Protected Health Information (PHI). The schedule is four 4-hour shifts, 10:00 a.m. to 2:00 p.m. Training is required for one week, Monday through Friday, on the day shift. Travel requirements are listed as “10%25.”

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 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 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 patients and check them in and out professionally and courteously.
Answer patient calls, respond to questions, and help schedule appointments.
Support patients in enrolling in and using MyChart.
Enter, update, and verify patient demographic, insurance, and financial information.
Communicate information to providers and care team members to support patient care.
Contact insurance companies to help resolve coverage, pre-authorization, or billing questions.
Collect and process copays, coinsurance, deductibles, and outstanding balances.
Assist patients with completing forms and required documentation.
Work within EPIC workqueues, worklists, and inbasket messages to support daily workflow.
Schedule referrals and follow-up appointments.
Scan and upload documents accurately and promptly into EPIC.
Work with colleagues and providers to support a positive patient experience.
Participate in emergency preparedness activities as needed.
Maintain a clean, organized, and welcoming work environment.
Receive cross-training and support other duties when needed.
Work at off-site locations if scheduled.
Follow organizational policies, procedures, and standards.
Protect patient privacy and maintain confidentiality of PHI.