Cleveland Medical Center

Senior Patient Access Representative – Emergency Department – Level I Trauma Center

Monday through Friday 3:00pm - 11:00pm, rotating holidays

Make a Difference from the Moment Patients Arrive

As a Senior Patient Access Representative in our Emergency Department, you play a critical role in creating a positive experience for patients and families during some of their most vulnerable moments. You are often the first person patients encounter, serving as a compassionate guide while helping ensure they receive timely, efficient care.

In this fast-paced environment, you'll work alongside physicians, nurses, and clinical staff to support patient flow, maintain accurate patient information, and help deliver an exceptional patient experience. Your ability to stay organized, communicate effectively, and provide outstanding customer service directly contributes to both patient satisfaction and the success of the care team.

What You'll Do

• Welcome patients and families with professionalism, empathy, and a commitment to excellent service.
• Complete patient registration, verify demographic and insurance information, and ensure records are accurate and up to date.
• Assist patients throughout the registration and discharge process, answering questions and providing support.
• Collect and process copays, deductibles, coinsurance, and outstanding balances.
• Coordinate with clinical staff to facilitate efficient patient flow and support timely care delivery.
• Respond to patient inquiries by phone and in person, helping resolve concerns and scheduling follow-up appointments when appropriate.
• Educate and assist patients with enrollment and use of MyChart and other patient resources.
• Verify insurance coverage and communicate with payers regarding eligibility, authorizations, and billing-related matters.
• Manage EPIC work queues, worklists, inbox messages, and electronic documentation with accuracy and attention to detail.
• Scan and maintain patient records to ensure complete and compliant documentation.
• Support referral scheduling and care coordination activities as needed.
• Serve as a resource for team members by assisting with onboarding, training, and sharing best practices.
• Help maintain department operations through supply management, scheduling support, and participation in process improvement initiatives.

What Makes You Successful

• You thrive in a fast-paced, high-volume environment where priorities can change quickly.
• You remain calm, professional, and compassionate when interacting with patients experiencing urgent or stressful situations.
• You are detail-oriented and understand the importance of accurate registration and financial information.
• You enjoy collaborating with multidisciplinary teams and helping patients navigate the healthcare system.
• You take pride in delivering exceptional customer service while balancing operational efficiency.

Why Join Our Emergency Department Team?

• Be part of a mission-driven team dedicated to providing exceptional patient care 24/7.
• Make a meaningful impact on the patient experience from the very first interaction.
• Work alongside experienced healthcare professionals in a dynamic and rewarding environment.
• Gain opportunities for professional growth, cross-training, and leadership development.
• Contribute to a culture focused on teamwork, respect, service excellence, and continuous improvement.

Additional Information

• Participate in departmental training, emergency preparedness activities, and organizational initiatives.
• May provide coverage at additional locations or support special projects as needed.
• Maintains compliance with all organizational policies, regulatory requirements, and patient privacy standards, including the protection of Protected Health Information (PHI).
• Performs other duties as assigned.

Education

• High School Equivalent / GED (Required)
• Associate's Degree (Preferred)

Work Experience

• 2+ years of patient/customer service in a hospital, physician practice of medical clinic (Required)

Knowledge, Skills, & Abilities

• Exceptional communication skills with both patients and medical care providers to relay necessary information (Required proficiency)
• Ability to multitask 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)

Licenses and Certifications

• Certified Healthcare Access Associate (CHAA) (Preferred)

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%