Patient Access Representative (Part Time, Days)

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

23h

About The Position

The Patient Access Representative is responsible for the full registration process for patients seen at St. Luke’s University Health Network outpatient and/or Emergency Department locations. Duties include confirming patient identity, transcribing orders, completing registration screens, entering diagnosis and provider information, verifying insurance, collecting point-of-service payments, and resolving registration-related work queue errors. The representative coordinates with SLPG practices, clinical and diagnostic departments, and revenue cycle teams to support a positive patient experience, clean claim submission, and payment for services. Occasional travel between campuses or regional locations may be required. The role also includes greeting and directing patients and visitors, answering facility calls, sharing information about the facility and its services, and supporting use of MyChart and patient self-service technologies. Representatives assist patients with welcome kiosks and On My Way technology, monitor the arrival process, and contact practices or the Network Prior Authorization Department to obtain required referrals and pre-certifications. For outpatient services, representatives obtain medical license numbers, NPI, and UPIN information for new provider entries. Employees must cross-train in the areas and locations applicable to their campus or region.

Requirements

High school graduation or equivalent.
Excellent customer service and interpersonal skills.
General computer experience and the ability to type fluently, accurately, and quickly.
Ability to sit or stand for up to 8 hours per day, including periods of 4 or more hours at a time.
Frequent use of hands and fingers for data entry; frequent walking; ability to push up to 250 pounds in a wheelchair; and ability to occasionally carry or lift 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 a health information system such as Epic.

Responsibilities

Correctly identify and validate patients in the hospital information system to protect the accuracy of electronic medical records.
Identify and report possible identity theft situations to clinical departments and leadership.
Follow network policies and procedures for patient identification, including Mark for Merge, Chart Corrections, and Patient Look-Up.
Complete pre-registration and post-registration tasks, including demographics, emergency contacts, diagnostic orders, providers, diagnoses, insurance and guarantor verification, real-time eligibility checks, and point-of-service collections.
Resolve registration-related patient, account, and claim work queue errors; contact provider offices or review medical charts when needed for diagnosis or medical necessity information.
Cross-train in all applicable areas of the location or region, including outpatient and Emergency Department areas at 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 line and provide appropriate information about the facility and its services.
Promote MyChart and patient self-service capabilities, and assist patients with Welcome Kiosk and On My Way technology.
Monitor self-scheduled patient arrivals and their progress throughout their visit.
Contact SLPG practices or the Network Prior Authorization Department to obtain required insurance referrals and pre-certifications when not documented before service.
Obtain medical license numbers, NPI, and UPIN through appropriate websites for new outpatient provider entries.