ED Patient Access Representative (Part Time, Evenings)

St. Luke’s University Health Network•Easton, PA

About The Position

The Patient Access Representative is responsible for the full patient registration process for patients seen at St. Luke's University Health Network outpatient and/or Emergency Department locations. Duties include identifying patients, transcribing orders, completing registration screens, entering diagnosis and provider information, verifying insurance, collecting point-of-service payments, and addressing registration-related work queue items. The role coordinates with SLPG practices, clinical and diagnostic departments, and revenue cycle teams to support a positive patient experience, clean claims, and payment for services. Occasional travel between campuses or regional locations may be required. The representative also greets and directs patients and visitors, answers facility calls, supports visitor-policy enforcement where applicable, and helps patients use MyChart, Welcome Kiosk, and On My Way technology. Employees must cross-train in the applicable areas and locations.

Requirements

High school graduate or equivalent.
Excellent customer service and interpersonal skills.
General computer experience and the ability to type fluently, accurately, and quickly.

Nice To Haves

Certificate or degree in a health care-related field.
Insurance background.
Knowledge of medical terminology.
Previous medical administrative experience and/or health care-related education courses.
Knowledge of the Epic health information system.

Responsibilities

Correctly identify and validate patients in the hospital information system to maintain accurate electronic medical records.
Identify and report possible identity-theft situations to the clinical department and leadership for escalation.
Maintain knowledge of network patient-identification policies, including Mark for Merge, Chart Corrections, and Patient Look-Up.
Complete pre-registration and post-registration tasks, including demographics, emergency contacts, diagnostic orders, provider information, diagnoses, insurance and guarantor verification, real-time eligibility checks, and point-of-service collections.
Resolve patient-, account-, and claim-level work queue errors related to registration, including contacting provider offices or reviewing charts for diagnosis and medical-necessity information when needed.
Cross-train in all areas of the location or region, including outpatient and Emergency Department areas at campus locations and applicable off-campus locations.
Greet and direct patients and visitors and provide friendly, courteous service to the community and coworkers.
Monitor and enforce the entity's visitor policy, if applicable.
Answer internal and external calls on the department or facility main line and provide appropriate information about the facility and its services.
Promote MyChart and patient self-service capabilities to encourage patients to engage in their health care.
Oversee and assist patients with Welcome Kiosk and On My Way technology, including monitoring self-scheduled patients' arrival and journey through their visit.
Contact the SLPG practice or Network Prior Authorization Department to obtain required insurance referrals and pre-certifications when they are not documented before service.
Obtain medical license numbers, NPI, and UPIN through the appropriate website for new outpatient provider entries.