Patient Access Representative. Portage HHVI

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 keep appointments on schedule. The Patient Access Representative has a direct effect on both the revenue cycle and the patient experience.

• Checking patients in and/or out for medical visits
• Answering the phone to address patient inquiries and scheduling appointments
• Assisting patients with enrolling and utilizing My Chart
• Entering, updating and validating patient demographic, insurance & financial information to ensure accurate registration
• Communicating information and important details to other medical care team members
• May contact insurance companies regarding coverage, pre‑approvals, billing and other issues
• Collecting and processing patient payments for visit copays, coinsurance, deductibles and prior balances
• Assisting with completion of various types of paperwork and forms
• Effectively working EPIC work queues, worklist and inbox messages
• Scheduling referrals and follow‑up visits
• Accurately and timely scanning of documents into EPIC

• 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