Patient Access Representative (Per Diem)

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

About The Position

The Patient Access Representative manages the registration process for patients seen at St. Luke's University Health Network outpatient and/or Emergency Department locations. Duties include accurately 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 errors. The representative coordinates with St. Luke's Medical Group practices, clinical and diagnostic departments, and revenue cycle departments to support a positive patient experience, clean claim submission, and payment for services. Occasional travel between campuses or regional locations may be required. This is a per-diem position at the Hazelton Care Now location, with at least 16 hours per month required. Schedules are as needed and may include evenings and weekends, with possible day-shift coverage. Other nearby locations may have hours available for sign-up.

Requirements

High school graduate or equivalent.
Excellent customer service and interpersonal skills.
General computer experience and the ability to type fluently, accurately, and quickly.
Must be able to work at least 16 hours per month.

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 to preserve the accuracy and integrity of electronic medical records.
Identify and report potential identity theft situations to the clinical department and leadership 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 tasks, including entering demographics, emergency contacts, diagnostic orders, providers, diagnoses, insurance and guarantor information, real-time insurance eligibility, and point-of-service collections.
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 variations across off-campus locations.
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 department or facility line, provide appropriate information, and respond to questions about the facility and its services.
Promote MyChart and patient self-service capabilities to encourage patients to engage in their health care.
Oversee and assist patients with Welcome Kiosk and On My Way technology, including self-scheduled appointments and monitoring the arrival process and patient journey.
Contact St. Luke's Medical Group practices or the 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 to ensure accurate routing of results and claims.