Patient Access Representative Internal Medicine Specialist

University Hospitals; Cuyahoga Falls (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

University Hospitals is seeking a Patient Access Representative for the Internal Medicine Specialist team. You will be the first contact for patients and families, ensuring accurate registration and smooth scheduling while supporting the care team.

Key duties include verifying demographics and insurance, guiding patients through MyChart, handling payments, and navigating EPIC workflows. Strong communication and confidentiality are essential in this fast-paced role.

Qualifications

• Customer service experience in healthcare or high-volume settings.
• Strong communication with patients, families and care teams.
• Ability to navigate medical records and scheduling systems.

Responsibilities

• Check in/out patients and verify demographic, insurance and payment info.
• Answer phone inquiries and schedule appointments.
• Assist patients with MyChart enrollment and use.
• Enter and update patient information accurately in registration.
• Communicate with the care team and coordinate referrals as needed.
• Process patient payments for copays and balances.
• Manage EPIC work queues and inbasket messages.
• Maintain confidentiality and comply with PHI policies.

Skills

Excellent communication

Customer service

Multitasking

Attention to detail

Problem solving

Confidentiality

Education

High School Diploma or GED

Associate’s degree (preferred)

Medical Terminology (preferred)

Tools

EPIC

Job description

Job Description - Patient Access Representative Internal Medicine Specialist (2600070E)

Patient Access Representative Internal Medicine Specialist - ( 2600070E )

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.

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 (Preferred 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%