ED Patient Access Representative (Part Time, Evenings)

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

3d•Onsite

About The Position

The Patient Access Representative manages the full patient registration process at St. Luke's University Health Network outpatient and/or Emergency Department locations. The role includes 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 clinical and revenue cycle departments to support a positive patient experience, clean claim submissions, and payment for services. Occasional travel between campuses or regional locations may be required. The role also involves greeting and directing patients and visitors, answering calls, providing facility information, enforcing visitor policies where applicable, and helping patients use MyChart, Welcome Kiosk, and On My Way services. Representatives may need to contact provider offices or the Prior Authorization Department to obtain referrals and pre-certifications, and obtain provider identifiers for new outpatient provider entries. This is a part-time evening position scheduled for 16 hours per week: every other weekend and every other Monday and Friday, from 4:00 PM to 12:30 AM. Employees must cross-train in all areas of their location or region, including outpatient and Emergency Department areas at campus locations.

Requirements

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

Responsibilities

Correctly identify and validate patient records in the hospital information system, preserving the accuracy and integrity of electronic medical records.
Identify and report possible identity theft situations to the clinical department and leadership for escalation.
Maintain knowledge of 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, providers, diagnoses, insurance and guarantor verification, insurance eligibility, and point-of-service collections.
Resolve patient-, account-, and claim-level registration work queue errors; contact provider offices or review medical charts when needed for diagnosis and medical necessity information.
Cross-train in all areas of the location or region, including outpatient and Emergency Department areas as applicable.
Greet and direct patients and visitors and provide friendly, courteous service to the community and coworkers.
Monitor and enforce visitor policies where applicable.
Answer internal and external calls on the main department or facility line and provide appropriate information about the facility and its services.
Promote MyChart and patient self-service capabilities to support patient engagement in health care.
Oversee and assist patients with Welcome Kiosk and On My Way technology, including self-scheduled patient arrival and visit-flow processes.
Contact provider 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 for new outpatient provider entries using appropriate websites.