Patient Access Representative I, Concord

University Hospitals; Cleveland (OH); On-site; USD 23,000 - 32,000; Full time

Job summary

University Hospitals is seeking a Patient Access Representative to serve as the first point of contact for patients and families. You will ensure accurate demographic, insurance, and payment data, assist with MyChart, and coordinate scheduling to support timely care.

You will work with the care team to resolve patient questions, process payments, and navigate EPIC workqueues. This role emphasizes patient service, revenue cycle impact, and a smooth patient experience across the system.

Qualifications

• Customer service skills with strong communication abilities.
• Experience handling scheduling and patient inquiries.
• Familiarity with medical office workflows is a plus.

Responsibilities

• Check patients in and out for medical visits.
• Answer phone inquiries and schedule appointments.
• Assist patients with MyChart enrollment and usage.
• Enter and verify patient demographics, insurance, and payment information.
• Communicate important details to care team.
• May contact insurance for coverage or prior authorizations.
• Collect copays, coinsurance, and deductibles.
• Process various paperwork and forms.
• Handle EPIC workqueues and in-basket messages.
• Schedule referrals and follow-up visits.
• Scan documents accurately into EPIC.

Skills

Customer service

Phone etiquette

Scheduling

Communication

Education

High school diploma or equivalent

Tools

EPIC

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.