A Brief Overview The Sr 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.
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, worklists and inbasket messages. Schedules referrals and follow-up visits.
Accurate and timely scanning of documents into EPIC. Participate in training and onboarding of PARs . May create the patient access staff schedule.
May be cross-trained to function as a Provider Administrative Assistant (MSO only). May schedule advanced surgical procedures & complete procedural prior authorizations (MSO only). Regularly inventories and orders office supplies.
May analyze department metrics and develops action plans to address them. Additional Responsibilities Special Projects as assigned. Maintains a clean and organized work area.
May be cross-trained to perform other duties as assigned. Actively participates in UH emergency preparedness. 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 (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%