OP Patient Access Representative (Per Diem)

St. Luke's University Health Network•Hazleton, PA

About The Position

The Patient Access Representative handles 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 resolving registration-related work queue issues. The role coordinates with SLPG practices, clinical and diagnostic departments, and revenue cycle departments to support a positive patient experience, clean claims, and payment for services. Occasional travel between campuses or regional locations may be required. The position is per diem and scheduled as needed. Sample sign-up hours may include weekdays, evenings, and weekends during site operating hours, generally between 6 a.m. and 8 p.m. A sample schedule includes every third weekend, Saturday 7 a.m.–4 p.m. and Sunday 8 a.m.–4 p.m. Other locations include Mahanoy City and Pottsville.

Requirements

High school graduate or equivalent.
Excellent customer service and interpersonal skills.
General computer experience and the ability to type fluently, accurately, and quickly.
Ability to meet the stated physical demands, including sitting or standing for up to eight hours per day, frequent hand and finger use for data entry, frequent walking, pushing up to 250 pounds in a wheelchair, and occasionally carrying or lifting up to 15 pounds.
Hearing sufficient for normal conversation and general vision.

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, maintaining accurate electronic medical records and escalating possible identity theft situations.
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, eligibility checks, and point-of-service collections.
Resolve registration-related patient, account, and claim work queue errors, contacting provider offices or reviewing medical charts when needed for diagnosis or medical-necessity information.
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, provide courteous service, and monitor and enforce visitor policy when applicable.
Answer internal and external calls on the department or facility main line and provide appropriate information about the facility and its services.
Promote use of the MyChart patient portal and patient self-service capabilities.
Oversee and assist patients with Welcome Kiosk and On My Way technology, including monitoring arrival and the patient journey throughout the visit.
Contact SLPG practices or the Network Prior Authorization Department to obtain required insurance referrals and pre-certifications not already documented before service.
Obtain medical license numbers, NPI, and UPIN through appropriate websites for new outpatient provider entries to support accurate routing of results and claim submission.