Patient Access Representative

About This Role

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

Responsibilities

• 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
• 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
• 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
• 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
• Follow HIPAA, EMTALA, infection prevention, confidentiality, patient rights, organizational policies, and applicable laws