Patient Access Representative I

University of Maryland Medical System; Queenstown (MD); On-site; USD 23,000 - 29,000; Full time

Job summary

University of Maryland Medical System is seeking a Patient Access Representative I at the UM Shore Emergency Center in Queenstown, MD. This full-time daytime role (6:30 AM–7:00 PM) handles scheduling, registration, pre-admission processing, and patient wayfinding across multiple clinics.

You will verify insurance benefits, obtain pre-certifications, communicate estimated costs, and assist patients with paperwork and cost estimates.

Qualifications

• Completion of a high school level education (diploma or GED) is required.
• Certification and memberships to local organizations such as AAHAM, NAHAM preferred.
• 1 year of clerical, customer service or receptionist experience, healthcare setting preferred (2 years preferred).

Responsibilities

• Serves as the first point of contact for patients and visitors, delivering customer-focused service.
• Assist with data collection, assess situations, and help develop solutions to ensure excellent customer service and financial viability of the hospital.
• Verify patient demographics and insurance, provide cost estimates, obtain pre-certifications and collect co-pays before services.
• Provide wayfinding to clinics and ensure staff navigate patients to appointments safely and efficiently.
• Maintain knowledge of registration requirements, sign documents, and perform clerical duties as needed.
• Educate patients on insurance coverage and billing requirements; communicate procedures to patients.
• Resolve coverage issues with service areas and patients.
• Ensure accuracy of admissions paperwork and coordinate with clinicians for incomplete forms.
• Maintain scheduling templates for outpatient providers and ensure proper utilization.
• Coordinate with Care Management and Social Work to obtain required information for reimbursement.
• Assist supervisor with training new Admitting staff.

Skills

Customer service

Data entry

Interpersonal skills

Education

High school diploma

GED

AAHAM/NAHAM certification

Tools

Epic EMR

Job description

Job Requirements

Patient Access Representative I, Full Time, Days

UM Shore Emergency Center at Queenstown - 115 Shoreway Drive Queenstown, MD 21658

6:30AM - 7:00PM

Week 1: TUE, THURS, SAT

Week 2: SUN, TUES, THURS, then schedule repeats

• Training hours vary and will need flexibility during the first few months of hire**

Under general supervision, performs scheduling, registration, pre-admission processing, wayfinding, and other administrative duties, while adhering to the department specific standards for data entry and patient selection. The additional duties of this role can include verification of insurance benefit eligibility, insurance pre-certification and authorization, and estimates creation and/or finalization.

Works with the care teams and revenue cycle to identify and eliminate barriers to access, reimbursement and affordable care. Provides education to the patient and family regarding the financial clearance process, and offer information regarding estimated cost of services and financial assistance opportunities. Performs specific administrative and Admission, Discharge and Transfer (ADT) functions and performs these duties in multiple clinics and registration areas within the institution.

Principal Responsibilities And Tasks

• Serves as the first point of contact for patients and visitors who enter the facilities and is responsible for all aspects of customer service for Patient Access/Patient Administrative Services areas in a manner that ensures a customer focused, quality conscious work climate recognizing that patients visits are filled with anxiety and unknowns.
• Primary functions include focusing on interpersonal skills, data collection, the ability to assess situations, and to assist the team in developing solutions to achieve excellence in customer service while ensuring the financial viability of the hospital.
• Collects and verifies patient and insurance demographics, verifies insurance benefits and coverage by reviewing benefits collection in Epic, provides cost estimates, securing pre-certifications and/or pre-notifications for patient services, collection of co-pay and deposits prior to services and providing financial assistance to patient.
• Provides wayfinding to all clinics which Patient Administrative Services provides registration assistance. Staff must be aware of clinic locations in order to safely and efficiently navigate patients to their appointments.
• Maintains regulatory and functional knowledge of all registration information required, which ensures timely and accurate reporting/billing; also obtains all required signatures, and performs clerical duties as necessary.
• Educates patients regarding adequate insurance coverage. Understands applicable hospital and physician billing requirements and communicates the proper procedures and requirements to patients.
• Communicates coverage issues to the service areas; works with patients and staff to resolve.
• Ensures accuracy and completion of paperwork, prior to filing admissions. Contacts physician/clinical staff to assist with incomplete patient registration paperwork. Distributes admission documents if required.
• Maintains department scheduling templates for applicable providers in outpatient department locations. Ensuring appropriate scheduling utilization.
• Maintains consistent contact with the Care Management team and Social Work departments to ensure required information has been obtained for reimbursement, and that pre-admission and pre-certification requirements are followed.
• Assists supervisor with training of new Admitting staff by demonstrating department operating processes and procedures.

Work Experience

• Completion of a high school level education with attainment of a high school diploma or a State High School Equivalency Certificate (GED) is required.
• Certification and memberships to local organizations such as AAHAM, NAHAM, etc. preferred.
• 1 year of work experience in a clerical, customer service or receptionist position, preferably in a healthcare setting is required. 2 years’ work experience preferred.

Work Experience

All your information will be kept confidential according to EEO guidelines.

Compensation

Pay Range: $17.00 - $21.39

Other Compensation (if Applicable)

• Review the 2025-2026 UMMS Benefits Guide