ED Patient Access Representative (Full Time, Evenings)

St. Luke's University Health Network - Nurse; Easton (Northampton County); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading healthcare provider is seeking a Patient Access Representative to manage patient registration processes, ensuring accuracy and excellent service. The role requires strong customer service skills and the ability to handle various administrative tasks in a fast-paced environment. Candidates should have a high school diploma and preferably some healthcare-related education. Join us in making a difference in patient care!

Qualifications

• Excellent customer service and interpersonal skills required.
• General computer skills and fast, accurate typing necessary.
• Insurance knowledge preferred.

Responsibilities

• Identify and validate patients in the hospital information system.
• Handle patient registration and insurance verification.
• Greet and direct patients and visitors with courtesy.

Skills

Customer Service

Interpersonal Skills

Computer Skills

Education

High School Diploma

Healthcare-related Certificates

Tools

Epic

Job description

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 healthcare providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for healthcare.

Job Summary

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, work queues, etc. A Patient Access Representative I is required to have excellent customer service skills and exhibit PCRAFT values at all times with internal and external customers. They communicate and coordinate 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. Cross-training in all departments at the campus or within the region is expected.

Job Duties and Responsibilities

1. Identify and validate patients in the hospital information system to maintain the integrity and accuracy of electronic medical records. Report any possible identity theft situations to clinical department and leadership for escalation.

2. Maintain knowledge of network policies on patient identification, including Mark for Merge, Chart Corrections, and Patient Look-Up.

3. Handle patient registration (pre-registration and post-registration), including demographics, emergency contacts, transcribing diagnostic orders, primary care and referring providers, diagnosis, insurance, and guarantor verification, real-time insurance eligibility, point of service cash collections, and work queue error resolution. May involve contacting provider offices and reviewing medical charts for diagnosis and medical necessity information.

4. Cross-train in all areas of the location or region, including outpatient and Emergency Department areas. Outpatient locations must be trained for all different nuances if applicable.

5. Greet and direct patients and visitors, providing friendly and courteous service. Monitor and enforce visitor policies as applicable.

6. Answer calls on the main department/facility line, providing information and answering questions about the facility and services.

7. Promote and increase usage of MyChart patient portal and self-service capabilities to engage patients in their healthcare.

8. Assist patients with Welcome Kiosk and On My Way technology, including self-scheduling and monitoring patient flow throughout their visit.

9. Coordinate with SLPG practice or Network Prior Authorization Department to obtain necessary insurance referrals and pre-authorizations to reduce denials.

10. Obtain provider information such as Medical License Number, NPI, and UPIN from appropriate sources to ensure accurate routing and claim processing.

Physical and Sensory Requirements

Sitting/standing up to 8 hours per day, with breaks. Frequent use of hands for data entry. Ability to walk and push up to 250 pounds in a wheelchair. Occasionally lift or carry up to 15 pounds. Normal hearing and vision required.

Minimum Qualifications

Education: High school diploma or equivalent required. Healthcare-related certificates or degrees preferred.

Training and Experience: Excellent customer service and interpersonal skills required. General computer skills and fast, accurate typing necessary. Insurance knowledge preferred. Medical terminology and healthcare administrative experience preferred. Familiarity with health information systems (e.g., Epic) preferred.

Additional Instructions

Please complete your application with your full legal name and current address. Include employment history for the past seven years, and upload a current resume with all relevant work history, education, certifications, and licenses. Creating a profile after submitting your application is highly recommended. Thank you for your interest in St. Luke's!

St. Luke's University Health Network is an Equal Opportunity Employer.