Patient Engagement Partner – Medication Management Full Time 9a-530p

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

21d

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Patient Engagement Partner – Medication Management – Access Center plays a vital part in delivering an exceptional patient experience. The Patient Engagement Partner serves as the first point of contact for patients, providing courteous and efficient support during every interaction. Responsibilities include answering incoming calls, addressing patient inquiries, and ensuring their needs are met with professionalism and empathy. In addition to direct patient engagement, this role fosters strong, collaborative relationships with designated practice and clinical teams. By maintaining ongoing partnerships, the Patient Engagement Partner helps align efforts toward shared goals, contributing to seamless care coordination and improved patient outcomes.

Requirements

• Requires sitting for extended periods of time (up to 8 hours at time).
• Requires continual use of fingers, writing and computer entry.
• Requires ability to hear normal conversation and good general near and peripheral vision.
• High School Diploma required
• Previous general computer experience with data entry.

Nice To Haves

• 1-2 years of demonstrated customer service excellence in a contact center
• previous healthcare experience with medical terminology
• previous experience with electronic medical records (EMR)

Responsibilities

• Responds to Incoming Calls: Efficiently answers high-volume calls in a fast-paced Access Center environment, initiating medication refill requests for the Rx Refill Specialist in accordance with established protocols and timeframes.
• Assesses and Directs Requests: Utilizes expert questioning techniques to determine the appropriate handling of medication refill requests. Appropriately refers calls to clinics or escalates to the Rx Refill Supervisor when immediate attention is required. Coordinates services as necessary to ensure timely resolution.
• Delivers Exceptional Patient Experience: Strives to create a positive experience during every patient interaction. Uses sound judgment to prioritize and accommodate patient needs, resolving issues whenever possible.
• Fosters Positive Relationships: Demonstrates a commitment to building and sustaining strong, collaborative relationships with clinical partners to support seamless patient care.
• Collaborates for Problem Resolution: Actively contributes to team-based problem solving. Escalates unresolved refill issues to the Rx Refill Supervisor or Patient Engagement Manager for further action.
• Meets Performance Standards: Consistently achieves productivity and quality benchmarks set by the Access Center. Partners with designated clinical teams to maintain and optimize refill workflows.
• Based on the evolving needs of the access, reassignment of the PODs may be required at any time.
• Other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED