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University Hospitals; Cleveland (OH); On-site; USD 32,000 - 46,000; Full time

Job summary

University Hospitals in Cleveland seeks a Patient Access Representative to be the front-line contact for patients and families, ensuring accurate demographic, insurance and payment information while coordinating with the care team to streamline patient processing.

This role supports scheduling, MyChart enrollment, revenue cycle activities, and PHI security, contributing to patient satisfaction and timely appointments across the department.

Qualifications

• Strong interpersonal skills and empathy in patient interactions.
• Attention to detail to verify demographics, insurance, and payments.
• Commitment to protecting patient PHI and following privacy policies.

Responsibilities

• Check patients in/out and schedule appointments.
• Answer patient calls and address inquiries.
• Assist with MyChart enrollment and usage.
• Enter and validate demographic, insurance, and financial data.
• Coordinate with care team and communicate important details.
• Process patient payments for copays and balances.
• Scan documents into EPIC accurately.
• Support cross-training and department workflows.

Skills

Customer service

Communication

Phone etiquette

EPIC experience

Tools

EPIC

Job description

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.