Patient Access Representative - UH Cleveland Medical Center

A Brief Overview

As a Patient Access Representative, you are often the first person patients and families interact with—and your work sets the tone for their entire visit.

In this role, you’ll play a key part in creating a smooth, welcoming, and efficient experience for every patient. You’ll help ensure that registration, insurance, scheduling, and billing information is accurate so patients can focus on their care, not paperwork. Your work also supports providers and care teams by keeping patient flow organized and reducing delays.

You’ll have a direct impact on both the patient experience and the accuracy of the revenue cycle that supports high-quality care.

What You’ll Do

In this role, you will:

• Welcome patients by checking them in and out for visits in a professional and friendly way
• Answer patient calls, respond to questions, and help schedule appointments
• Support patients in enrolling in and using MyChart
• Enter, update, and verify patient demographic, insurance, and financial information to ensure accurate records
• Communicate important information to providers and care team members to support smooth patient care
• Contact insurance companies as needed to help resolve coverage, pre-authorization, or billing questions
• Collect and process patient payments, including copays, coinsurance, deductibles, and outstanding balances
• Assist patients with completing forms and required documentation
• Work within EPIC workqueues, worklists, and inbasket messages to support daily workflow
• Schedule referrals and follow-up appointments
• Scan and upload documents accurately and in a timely manner into EPIC

How You’ll Make an Impact

You’ll help ensure patients feel supported, informed, and cared for from the moment they arrive. Your attention to detail and communication skills will help:

• Keep patient visits running smoothly and on time
• Reduce delays and errors in registration and billing information
• Improve coordination across care teams
• Strengthen the overall patient experience

Team & Additional Responsibilities

You’ll be part of a collaborative care team working across departments and locations to improve patient experience and operational efficiency.

In this role, you will also:

• Work closely with colleagues and providers to support a positive patient experience
• Participate in emergency preparedness activities as needed
• Maintain a clean, organized, and welcoming work environment
• Receive cross-training to support other duties when needed
• Work at off-site locations if scheduled
• Follow all organizational policies, procedures, and standards
• Protect patient privacy and maintain confidentiality of Protected Health Information (PHI) in accordance with training and compliance requirements

A Final Note

This role is essential to both the patient experience and the operational success of the care team. If you enjoy helping people, staying organized, and making healthcare run more smoothly behind the scenes, this position offers meaningful daily impact.

Education

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

Work Experience

• 1+ years Customer Service (Required)
  • 2+ years Customer Service or 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%