Patient Access Representative (Full Time, Days)

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

About The Position

The Patient Access Representative manages the registration process for patients receiving services at St. Luke's University Health Network outpatient and/or Emergency Department locations. Duties include patient identification, order transcription, completion of registration screens, entry of diagnosis and provider information, insurance verification, point-of-service cash collections, and work queue management. The representative coordinates with SLPG practices, clinical and diagnostic departments, and revenue cycle departments to support a positive patient experience, accurate claim submission, and payment for services. Occasional travel between campuses or regional locations may be required. The position is full time, 40 hours per week, working days from 6 AM to 2 PM, Monday through Friday, with rotating weekend coverage approximately every third weekend. Representatives must cross-train in all areas of their location or region, including outpatient and Emergency Department areas at campus locations. The role also includes greeting and directing patients and visitors, answering facility calls, supporting patient use of MyChart and self-service technology, assisting with Welcome Kiosk and On My Way technology, and obtaining required insurance referrals and pre-certifications when they are not documented before service.

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, maintain the accuracy of electronic medical records, and report possible identity theft situations 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 needs, including demographics, emergency contacts, diagnostic orders, primary care and referring providers, diagnoses, insurance and guarantor verification, real-time insurance eligibility, and point-of-service cash collections.
Resolve registration-related patient, account, and claim work queue errors; contact provider offices or review patient charts for diagnosis and medical-necessity information as needed.
Cross-train in all areas of the assigned location or region, including outpatient and Emergency Department areas where applicable.
Greet and direct patients and visitors, provide friendly and courteous service, and monitor and enforce visitor policies where applicable.
Answer internal and external calls on the main department or facility line, provide appropriate information, and respond to questions 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 arrivals 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 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/payment.