Patient Engagement Partner, Access Center - Primary Care

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

20h

About The Position

The Patient Engagement Partner – Access Center supports an exceptional patient experience by answering patient calls, scheduling appointments, managing referral work queues, and assisting patients with their needs. The role establishes and maintains partnerships with designated practices and clinical partners to support aligned goals. Work is performed in a fast-paced, high-volume Access Center environment, with the possibility of working from home in accordance with the Network Work from Home Policy if needed.

Requirements

• High school diploma or equivalent.
• Previous general computer experience with data entry.
• Excellent communication, facilitation, and presentation skills.
• Focused on compliance.
• Demonstrates continuous growth.
• Quality-driven and service-oriented.
• Excels at time management.
• Ability to work from home in accordance with the Network Work from Home Policy if needed.

Nice To Haves

• One to two years of demonstrated customer service excellence in a contact center.
• Previous healthcare experience with medical terminology.
• Previous experience with an electronic medical record (EMR).

Responsibilities

• Answer incoming calls and schedule, reschedule, or cancel appointments according to established time frames and protocols.
• Use questioning techniques to determine how requests should be handled, including when to schedule, refer calls to a clinic, or escalate calls to a nurse for immediate attention; coordinate services as needed.
• Verify and update patient demographic and insurance information.
• Create a positive patient experience and attempt to resolve patient issues or concerns during the call within the scope of the role.
• Manage referral work queues when assigned and provide supplemental inbound call support during high-volume periods; prioritize and accommodate patients based on their needs.
• Participate as a team member in resolving identified problems.
• Escalate scheduling or insurance issues to the Patient Engagement Supervisor or Patient Engagement Manager.
• Meet Access Center productivity, schedule-adherence, and quality standards.
• Work with designated clinical partners to establish and maintain appointment-scheduling protocols and build positive relationships.
• Perform other duties as assigned.

What This Job Offers

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