Patient Access Representative I

University Hospitals; Westlake (OH); On-site; USD 35,000 - 45,000; Full time

Job summary

University Hospitals is seeking a Patient Access Representative I in Westlake, Ohio. This role involves providing first-point contact for patients, handling check-ins, answering queries, and ensuring accurate information management. The position demands strong customer service skills and attention to detail.

The ideal candidate will possess a High School Equivalent or GED, with an Associate's Degree preferred. Experience in customer service, particularly in healthcare, is an advantage. If you're passionate about helping others navigate their healthcare journey, consider applying!

Qualifications

• 1+ years experience in customer service required.
• Preferred experience in customer service in healthcare.
• Comfort with working in fast-paced environments.

Responsibilities

• Welcome and check patients in and out for their medical visits.
• Answer phone calls to assist patients with questions.
• Accurately enter and update patient information in systems.

Skills

Communication skills

Attention to detail

Multitasking

Customer service

Education

High School Equivalent / GED

Associate's Degree

Medical Terminology

Tools

EPIC

Job description

Job Description - Patient Access Representative I (260004QG)

Patient Access Representative I - ( 260004QG )

Why This Role Matters

As a Patient Access Representative, you are often the very first connection a patient and their family have with our organization. Your work directly shapes the patient's experience—from the moment they arrive or call in—while also supporting the care team behind the scenes. If you enjoy helping people, feel welcomed, informed, and confident while keeping things organized and moving smoothly, this role offers a meaningful way to make an impact every day.

What You’ll Do

This role blends patient interaction, problem‑solving, and administrative accuracy. On a typical day, you’ll:

• Welcome and check patients in and out for their medical visits
• Answer phone calls to help patients with questions, scheduling, and next steps in care
• Assist patients with enrolling in and using MyChart
• Accurately enter, review, and update patient demographic, insurance, and financial information
• Communicate important details with physicians and clinical care teams to support coordinated care
• Collect and process patient payments, including copays, deductibles, coinsurance, and prior balances
• Work in EPIC, including workqueues, worklists, in‑basket messaging, and document scanning
• Schedule referrals and follow‑up appointments
• Help patients complete required forms and paperwork

Your attention to detail and compassionate communication help ensure appointments stay on schedule and patients feel supported throughout their visit.

Additional Ways You’ll Contribute

• Work collaboratively with teammates and providers to improve efficiency and the patient experience
• Participate in emergency preparedness activities as needed
• Maintain a clean, organized workspace
• Cross‑train to support additional functions and locations when needed
• Follow all organizational policies, standards, and confidentiality requirements

What Helps You Be Successful in This Role

• A passion for customer service and helping people navigate complex situations
• Comfort working with sensitive information while maintaining patient privacy
• Strong attention to detail and ability to multitask in a fast‑paced environment
• Willingness to learn systems like EPICand adapt to different responsibilities or locations

Our Commitment to You

We are committed to creating a respectful, inclusive workplace where every team member feels supported. Training, policies, and clear standards are in place to help you succeed while ensuring the privacy and security of our patients’ information.

Ready to Take the Next Step?

If you enjoy working with people, value accuracy, and want a role where your work truly impacts both patient experience and care delivery, we encourage you to apply—even if you don’t meet every qualification listed.

Education

• High School Equivalent / GED (Required)
• Associate's Degree or progress towards degree (Preferred)
• Medical Terminology (Preferred)

Work Experience

• 1+ years Customer Service (Required)
• 1+ years Customer Service in healthcare (Preferred)

Knowledge, Skills, & Abilities

• Exceptional communication skills with both patients and medical care providers to relay necessary information (Required proficiency)
• Ability to juggle and prioritize multiple responsibilities and handle interruptions (Required proficiency)
• Strong organizational skills (Required proficiency)
• Problem‑solving skills for scheduling conflicts, missing documentation and other issues (Required proficiency)
• Attention to detail to ensure all patient information is accurate and available (Required proficiency)
• Compassion to help patients and caregivers in difficult situations (Required proficiency)
• Understanding of the importance of confidentiality (Required proficiency)
• Basic knowledge of electronic health records and basic medical terminology (Required proficiency)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%