Patient Access Representative (Per Diem)

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

About The Position

The Patient Access Representative manages the patient registration process for patients seen at St. Luke's University Health Network outpatient and/or Emergency Department locations. The role includes patient identification, order transcription, registration-screen completion, entering diagnosis and provider information, insurance verification, point-of-service cash collection, and resolving registration-related work queue errors. The representative coordinates with clinical, practice, and revenue cycle teams to support a positive patient experience, accurate claims, and payment for services. Occasional travel between campuses or regional locations may be required. This is a per-diem position requiring flexibility to cover various shifts 2–3 times per week and a commitment of 16 hours per month. Available sign-up shifts range from five to eight hours, including daytime and evening options. One Saturday or Sunday shift per month is required. Other locations may be available for shift sign-up, and additional cross-training opportunities may be offered.

Requirements

High school graduation or equivalent.
Excellent customer service and interpersonal skills.
General computer experience and the ability to type fluently, accurately, and quickly.
Flexibility to cover various shifts 2–3 times per week and commitment to 16 hours per month.
Availability for one Saturday or Sunday shift per month.
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.
Ability to walk frequently and push a wheelchair weighing up to 250 pounds.
Ability to occasionally carry or lift up to 15 pounds.
Hearing sufficient for normal conversation and vision sufficient for general visual tasks.

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 and maintain the integrity and accuracy of electronic medical records.
Identify and report possible identity theft situations to the clinical department and leadership for appropriate 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 and diagnosis information, insurance and guarantor verification, real-time insurance eligibility, and point-of-service cash collection.
Resolve patient-, account-, and claim-level work queue errors related to registration; contact provider offices or review medical charts for diagnosis and medical-necessity information when needed.
Cross-train in all areas of the assigned 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 visitor policies for the entity, where applicable.
Answer internal and external calls on the main department or facility line, provide appropriate information, and answer 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 online 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 appropriate websites for new outpatient provider entries so results are routed accurately and claims can be submitted and paid.
Travel between campuses or regional locations occasionally, as required.