Patient Access Representative Gastroenterology- Concord

University Hospitals Pain Management; Cleveland (OH); Hybrid; USD 32,000 - 45,000; Full time

Job summary

University Hospitals Pain Management seeks a Patient Access Representative to serve as the first point of contact for patients and families, guiding registration, scheduling, and payment processing with care and accuracy.

The role requires strong customer service, EPIC system proficiency, and the ability to collaborate with the care team to improve patient experience and streamline visits.

Qualifications

• Checks patients in and out for visits.
• Answers phone and schedules appointments.
• Enters and validates demographic, insurance & financial data.
• Collects payments for copays, coinsurance, and balances.
• Schedules referrals and follow-ups; processes documents.

Responsibilities

• Functions as a patient-facing representative ensuring accurate registration.
• Maintains patient confidentiality and PHI in accordance with UH policies.
• Coordinates with care team to streamline patient flow and minimize wait times.
• Cross-trains to support other duties as assigned.

Skills

Customer service

Communication

EPIC system experience

Data entry

PHI handling

Education

High school diploma or equivalent

Tools

EPIC system

Job description

A Brief Overview

The Patient Access Representative serves as the first point of contact for all patients and their families. This highly visible role supports and interacts with patients, families, and health care providers. They work directly with patients to ensure accuracy of demographic, insurance, payment and other vital patient information. They help manage questions, problem solve patient and scheduling concerns, while maintaining exceptional patient service. They support the rest of the medical care team, helping to streamline patient processing to improve patient satisfaction and help keep appointments on schedule. The Patient Access Representative has an direct effect on both the revenue cycle and the patient experience.

What You Will Do

• 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

Additional Responsibilities

• 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.