Patient Access Representative (Part Time, Evenings)

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

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. Hazelton JOB SUMMARY The Patient Access Representative is responsible for the entire scope of the registration process for patients seen at St. Luke's University Health Network, in outpatient and/or Emergency Department locations. This includes, but is not limited to, correctly identifying patients, transcribing orders, completing registration screens, entering diagnosis and provider information, verifying insurances, point of service cash collections, work queues, etc. A Patient Access Representative I is required to have excellent customer service skills and exhibit PCRAFT values at all times with internal and external customers. Patient Access Representative I communicates/coordinates with SLPG practices, clinical/diagnostic departments, and various revenue cycle departments to ensure excellent patient experience, clean claim submission, and payment for services. May require occasional travel between campuses or regional locations. Required to be cross-trained in all departments at campus or within region.

Requirements

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

Nice To Haves

Certificate/Degree in health care related field preferred.
Insurance background preferred.
Knowledge of medical terminology preferred.
Previous medical administrative experience and/or health care related education courses preferred.
Knowledge of health information system (epic) preferred.

Responsibilities

Responsible to correctly identify/validate the choosing of patients in hospital information system to maintain the integrity and accuracy of electronic medical records.
Identify and report any instances of possible identify theft situations to clinical department and leadership for appropriate escalation.
Maintain knowledge and education of network policy on Patient Identification including Mark for Merge, Chart Corrections, and Patient Look-Up.
Responsible for the patient registration (pre-reg and post-reg needs) including all of the following: demographics, emergency contact, transcribing diagnostic orders, primary care and referring provider, diagnosis, insurance and guarantor verification, real time insurance eligibility, point of service cash collections. This also includes patient, account, and claim edit level work queue errors related to registration. Can require contacting provider office, reviewing patient medical chart for diagnosis and medical necessity information.
Required to cross train in all areas of location or region. Campus locations must be cross trained in outpatient and Emergency Department areas. Outpatient (off-campus) locations must be cross trained for all locations if any different nuances.
Greets/directs patients and visitors for the entire facility. Always provides friendly and courteous service to community and co-workers.
Responsible for monitoring and enforcing visitor policy for the entity (if applicable).
Answers internal and external calls on main department/facility line and dispenses appropriate information and answers questions regarding the facility and its services.
Promotes and helps increase usage of MyChart patient portal and patient self-service capabilities to ensure patients are personally engaging in their health care.
Responsible for overseeing and assisting patients with Welcome Kiosk and On My Way technology at network locations. Consists of self-scheduled patients online and monitoring the arrival process and patient’s journey throughout their visit.
Responsible for contacting the SLPG practice or Network Prior Authorization Department to obtain required insurance referrals and pre-certs when not previously documented in chart prior to service to decrease denials for no authorization.
Must obtain Medical license Number, NPI and UPIN via appropriate website for all new provider entries for outpatient services to ensure results are routed accurately and claim submission/payment.