Patient Access Representative (Per Diem)

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

About The Position

The Patient Access Representative manages the full patient registration process for patients seen at St. Luke's University Health Network outpatient and/or Emergency Department locations. Responsibilities include correctly identifying patients, transcribing orders, completing registration screens, entering diagnosis and provider information, verifying insurance, collecting payments at the point of service, and resolving work queue issues. The representative coordinates with practices, clinical and diagnostic departments, and revenue cycle teams to support a positive patient experience, accurate claim submission, and payment for services. Occasional travel between campuses or regional locations may be required. This is a per-diem role requiring availability for at least 16 hours per month. Expected availability includes weekday evenings and weekends from 2 PM to 8 PM, including every other weekend. Day shifts may also be available for sign-up. Work locations include Smithfield Gateway, Pocono Summit, and Wind Gap.

Requirements

High school diploma or equivalent.
Excellent customer service and interpersonal skills.
General computer experience and the ability to type fluently, accurately, and quickly.
Ability to work per diem for at least 16 hours per month and meet the stated availability expectations, including every other weekend.

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 maintain accurate electronic medical records, and report possible identity theft situations for escalation.
Maintain knowledge of network policies 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, provider and diagnosis information, insurance and guarantor verification, real-time eligibility checks, and point-of-service collections.
Resolve registration-related patient, account, and claim work queue errors, contacting provider offices or reviewing medical 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 department or facility line and provide appropriate information about the facility and its services.
Promote MyChart and patient self-service capabilities to encourage patient engagement in their health care.
Oversee and assist patients with Welcome Kiosk and On My Way technology, including monitoring arrivals and patient journeys throughout visits.
Contact 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 information through appropriate websites for new outpatient provider entries to ensure accurate routing of results and claim submission/payment.
Travel occasionally between campuses or regional locations as required.