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Patient Access Representative II, Ophthalmology Willoughby

University Hospitals
United States, Ohio, Willoughby
Oct 08, 2025
Description 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 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. Resource for new hire orientation and training. Identifies and recommends process improvements, projects and workflows. Exceeds team productivity and quality standards. In certain work environments, may be cross-trained to function as a Provider Administrative Assistant. May schedule surgical procedures. Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency. 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. Full time 40 hours per week. Monday-Friday working one Saturday every other month for 4-5 hours. Travel is required for this role to support the following offices as needed: Bowell, Westlake, Mentor, Euclid, South Euclid, Parma, Hudson, Landerbrook, Bedford. Hours are 7:30 AM to 4:00 PM.