OP Patient Access Representative (Full Time, Days)

St. Luke’s University Health Network; Bethlehem (Northampton County); On-site; USD 37,000 - 48,000; Full time

Job summary

St. Luke's University Health Network is seeking a Patient Access Representative to manage full registration for patients in outpatient and Emergency Department settings. You will verify demographics, insurance, and provider data, collect payments, and ensure a smooth patient journey.

You will collaborate with clinical and revenue-cycle teams, support the MyChart patient portal, and maintain accurate electronic medical records while cross-training across campuses as needed.

Qualifications

• Excellent customer service and interpersonal skills required.
• General computer experience and ability to type fluently, accurately, and quickly required.
• Insurance background preferred.
• Knowledge of medical terminology preferred.
• Previous medical administrative experience and/or health care related education courses preferred.
• Knowledge of health information system (Epic) preferred.

Responsibilities

• Identify and validate patients in the hospital information system to ensure accurate electronic medical records.
• Report any possible identity theft situations to clinical leadership for escalation.
• Maintain knowledge of network policy on patient identification and chart management.
• Handle patient registration (pre-reg and post-reg) including demographics, contacts, orders, diagnosis, insurance, and guarantor verification.
• Verify real-time insurance eligibility and collect point-of-service payments.
• Manage work queues and correct registration errors; coordinate with providers and departments as needed.
• Cross-train across locations and areas (outpatient and emergency) as required.
• Greet patients and visitors; provide courteous service; promote MyChart and patient self-service to enhance engagement.
• Assist with Welcome Kiosk and On My Way technology and monitor arrival flows.

Skills

Customer service

Interpersonal skills

Data entry

Typing speed

Insurance knowledge

Education

High school diploma

Healthcare related certification/degree

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

HOURS:

Full Time, Days, 40 hours/week Mon-Fri, 6:30 AM - 3:00 PM No weekends

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. Communicates and coordinates with SLPG practices, clinical/diagnostic departments, and various revenue cycle departments to ensure excellent patient experience, clean claim submission, and payment for services. May require occasional travel between campuses or regional locations.

JOB DUTIES AND RESPONSIBILITIES:

Responsible to 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. Responsible for the patient registration (pre-reg and post-reg needs) including all of the following: demographics, emergency contact, transcribing diagnostic orders, primary care and referring provider, diagnosis, insurance and guarantor verification, real time insurance eligibility, point of service cash collections. This also includes patient, account, and claim edit level work queue errors related to registration. Can require contacting provider office, reviewing patient medical chart for diagnosis and medical necessity information. Required to cross train in all areas of location or region. Campus locations must be cross trained in outpatient and Emergency Department areas. Outpatient (off-campus) locations must be cross trained for all locations if any different nuances. Greets/directs patients and visitors for the entire facility. Always provides friendly and courteous service to community and co-workers. Responsible for monitoring and enforcing visitor policy for the entity (if applicable). Answers internal and external calls on main department/facility line and dispenses appropriate information and answers questions regarding the facility and its services. Promotes and helps increase usage of MyChart patient portal and patient self-service capabilities to ensure patients are personally engaging in their health care. Responsible for overseeing and assisting patients with Welcome Kiosk and On My Way technology at network locations. Consists of self-scheduled patients online and monitoring the arrival process and patient’s journey throughout their visit. Responsible for contacting 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. Must 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.

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting/standing up to 8 hours per day, 4 or more hours at a time. Frequent use of hands/fingers for data entry. Frequently walking and ability to push up to 250 pounds in a wheelchair. Ability to occasionally carry or lift up to 15 pounds. Hearing as it relates to normal conversation. Seeing as it relates to general vision.

MINIMUM QUALIFICATIONS EDUCATION:

High school graduate or equivalent required. Certificate/Degree in health care related field preferred.

TRAINING AND EXPERIENCE:

Excellent customer service and interpersonal skills required. General computer experience and ability to type fluently, accurately, and quickly required. Insurance background preferred. Knowledge of medical terminology preferred. Previous medical administrative experience and/or health care related education courses preferred. Knowledge of health information system (epic) preferred.

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

Thank you for your interest in St. Luke's!!

Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St. Luke’s was identified as one of the 15 Top Health Systems nationally. St. Luke’s is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St. Luke’s has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St. Luke’s was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St. Luke’s was named a Top Workplace in New Jersey for the third year in a row.