Patient Access Representative (Full Time, Days)

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

1d•Onsite

About The Position

The Patient Access Representative is responsible for the entire scope of the registration process for patients seen at St. Luke's University Health Network, in outpatient and/or Emergency Department locations. This includes, but is not limited to, correctly identifying patients, transcribing orders, completing registration screens, entering diagnosis and provider information, verifying insurances, point of service cash collections, and managing work queues. The role involves communicating and coordinating with SLPG practices, clinical/diagnostic departments, and various revenue cycle departments to ensure excellent patient experience, clean claim submission, and payment for services. Occasional travel between campuses or regional locations may be required.

Requirements

High school graduate or equivalent
Excellent customer service and interpersonal skills
General computer experience and ability to type fluently, accurately, and quickly

Nice To Haves

Certificate/Degree in health care related field
Insurance background
Knowledge of medical terminology
Previous medical administrative experience and/or health care related education courses
Knowledge of health information system (epic)

Responsibilities

Correctly identify/validate the choosing of patients in hospital information system to maintain the integrity and accuracy of electronic medical records.
Identify and report any instances of possible identify theft situations to clinical department and leadership for appropriate escalation.
Maintain knowledge and education of network policy on Patient Identification including Mark for Merge, Chart Corrections, and Patient Look-Up.
Perform patient registration (pre-reg and post-reg needs) including demographics, emergency contact, transcribing diagnostic orders, primary care and referring provider, diagnosis, insurance and guarantor verification, real time insurance eligibility, and point of service cash collections.
Manage patient, account, and claim edit level work queue errors related to registration, which may require contacting provider offices or reviewing patient medical charts for diagnosis and medical necessity information.
Cross train in all areas of location or region; campus locations must be cross trained in outpatient and Emergency Department areas, and outpatient (off-campus) locations must be cross trained for all locations if any different nuances.
Greet/direct patients and visitors for the entire facility.
Provide friendly and courteous service to community and co-workers.
Monitor and enforce visitor policy for the entity (if applicable).
Answer internal and external calls on main department/facility line and dispense appropriate information and answers questions regarding the facility and its services.
Promote and help increase usage of MyChart patient portal and patient self-service capabilities.
Oversee and assist patients with Welcome Kiosk and On My Way technology at network locations, monitoring the arrival process and patient’s journey.
Contact the SLPG practice or Network Prior Authorization Department to obtain required insurance referrals and pre-certs when not previously documented in chart prior to service to decrease denials for no authorization.
Obtain medical license Number, NPI and UPIN via appropriate website for all new provider entries for outpatient services to ensure results are routed accurately and claim submission/payment.