Patient Access Representative - Emergency Department

University Hospitals; Cleveland (OH); Hybrid; USD 25,000 - 32,000; Full time

Job summary

University Hospitals is seeking an Emergency Department Patient Access Representative for the Cleveland Medical Center (Main Campus). The role supports first‑points of contact in the ED, focusing on compassionate, efficient patient registration and coordination of care.

The position operates Monday through Friday, 1pm–9pm, in a fast‑paced team environment. Responsibilities include registration, insurance verification, financial checks, scheduling, and EPIC workflow support to enhance patient

Qualifications

• Empathy, professionalism, and urgency in patient interactions.
• Accurate patient registration, check‑in, and discharge processes.

Responsibilities

• Welcome and assist patients and families with empathy and urgency.
• Complete patient registration, check‑in, and discharge accurately.
• Verify and update demographic, insurance, and financial information.
• Answer incoming calls and address patient questions and scheduling needs.
• Assist with MyChart enrollment and patient communications.
• Communicate important patient information with ED team.
• Collect copays, deductibles, coinsurance, and prior balances.
• Assist with insurance verification and prior authorizations.
• Schedule referrals and follow‑ups after ED visits.
• Maintain EPIC documentation and work queues for operations.

Skills

Calm under pressure

Team collaboration

Effective communication

Attention to detail

Multitasking

Job description

Patient Access Representative – Emergency Department - Level I Trauma Center

Cleveland Medical Center (Main Campus) - Cleveland, Ohio

Monday through Friday 1pm - 9pm

Make a Difference at the Front Line of Emergency Care

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.

What You’ll Do

• 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.

What Makes You Successful in This Role

• You stay calm, organized, and compassionate in a high-volume Emergency Department environment.
• You enjoy working as part of a collaborative care team focused on delivering exceptional patient experiences.
• You communicate effectively with patients, families, providers, and coworkers.
• You are detail-oriented and understand the importance of accuracy in patient registration and insurance verification.
• You can prioritize multiple tasks while maintaining professionalism and patient confidentiality.

Additional Responsibilities

• 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.

Why Join Us?

• Be part of a mission-driven team making an impact during critical moments of care.
• Work in a fast-paced, team-oriented Emergency Department environment.
• Gain valuable healthcare experience and opportunities for professional growth.
• Help improve the patient experience from the very first interaction.
• Contribute to a culture focused on compassion, collaboration, and excellence.