Patient Access Representative

Description

POSITION SUMMARY: 

The Patient Access Representative provides accurate, efficient, compassionate registration and related access services for patients receiving care at Cleveland Area Hospital. The role verifies patient identity and demographic information, confirms insurance eligibility and benefits, supports compliant point-of-service collections, and documents information in the electronic medical record (EMR). The representative protects patient privacy, collaborates with clinical and administrative teams, and contributes to a positive patient experience while meeting established quality and productivity standards.

PRINCIPAL JOB DUTIES AND RESPONSIBILITIES:

Patient Registration and Safety

• Greet patients and visitors; help them access appropriate services and departments while maintaining courtesy and discretion.
• Use approved identifiers to correctly identify patients and create or update encounters in the EMR; validate the Master Patient Index and resolve or escalate potential duplicate records.
• Accurately enter and confirm demographic, contact, guarantor, insurance, and physician-order information; review and correct registration errors promptly.
• Obtain required signatures, acknowledgments, consent-related forms, and Medicare notices or questionnaires when applicable and within role scope.
• Distribute patient materials and provide reasonable assistance with entry, exit, and navigation of the facility.

Insurance, authorizations, and collections

• Verify coverage, eligibility, benefits, and payer information using approved tools; identify and escalate discrepancies.
• Explain and collect applicable copayments, deductibles, coinsurance, and other patient financial responsibilities under hospital policy; document transactions and prepare deposits when assigned.
• For emergency services, follow EMTALA requirements; registration and financial processes must not delay required medical screening or stabilizing care.

Communications and service

• Communicate clearly and respectfully with patients, families, providers, coworkers, and ancillary departments; use appropriate interpreter resources as needed.
• Address concerns within authority and promptly escalate unresolved issues, safety concerns, or service delays.
• Provide switchboard, visitor/vendor check-in, and other designated coverage when assigned and trained.

Workflow, quality, and teamwork

• Complete assigned work accurately and within established timeframes; communicate barriers, outstanding items, and handoff needs.
• Conduct assigned account audits and quality checks; participate in error reduction, training, and process improvement.
• Maintain a clean and organized workspace, and support coworkers and other registration areas as needed.
• Attend required meetings, training, compliance and safety education, and complete assigned learning modules.

Compliance and professionalism

• Follow HIPAA, EMTALA, infection prevention, confidentiality, patient rights, organizational policies, and applicable laws.
• Protect confidential records and use minimum-necessary access consistent with assigned responsibilities.
• Follow dress code, attendance, timekeeping, and assigned scheduling procedures; report ready to work at the start of each scheduled shift.
• Perform other related duties within role scope as assigned.

Performance and accountability expectations

Performance is assessed using communicated departmental standards, quality audits, documented observations, and applicable hospital policies. Standards and targets must be established by leadership and applied consistently; quality and patient safety take precedence over speed.

• Accuracy: complete and correct registration and payer information; address audit findings promptly.
• Productivity: manage assigned workload, prioritize patient needs, and notify leadership when barriers affect completion.
• Patient service: demonstrate courtesy, empathy, discretion, and timely escalation of concerns.
• Teamwork: communicate outstanding tasks at handoff, cooperate with colleagues, and support coverage.
• Dependability: follow scheduling, punctuality, break, and attendance policies, including required notice procedures.
• Professional growth: maintain competency, participate in training, and respond constructively to feedback.

Requirements

MINIMUM QUALIFICATIONS: 

• High school diploma or equivalent.
• Effective verbal and written communication, organizational, customer-service, and computer/keyboard skills.
• Ability to manage multiple tasks accurately, exercise judgment within assigned authority, and protect confidential information.

PREFERRED QUALIFICATIONS:

• One to two years of experience in a medical field, hospital, physician office, or patient registration setting.
• Experience with EMR/registration systems, insurance verification, medical terminology, and Medicare, Medicaid, or commercial payer processes.

WORK SCHEDULE AND CONDITIONS: 

Patient Access provides coverage 24 hours a day, including weekends, holidays, and inclement weather, based on staffing and hospital policy. Work involves regular communication, computer and telephone use, prolonged sitting, intermittent standing and walking, reaching, handling materials, and possible exposure to communicable illness. Specific lifting/pushing/pulling demands must be validated by HR and operational leadership before adoption. Reasonable accommodation may be available for qualified individuals to perform essential functions.

RESPONSIBILITY FOR CONFIDENTIAL INFORMATION:

This position could have access to patient confidential records and must comply with HIPAA regulations as well as Compliance Policies.

The above statements reflect the general details considered necessary to describe the principal function of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent to this position.

EEO STATEMENT:

Cleveland Area Hospital/Lake Area Medical Associates is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and all other protected classes.