Patient Access & Experience Partner

St. Luke’s University Health Network; Allentown (Lehigh County); Remote; USD 42,000 - 54,000; Full time

Job summary

St. Luke's University Health Network in Allentown, PA is seeking a Patient Engagement Partner – Access Center to provide a positive patient experience by answering calls, scheduling appointments, and assisting with patient needs in a fast-paced environment.

The role requires strong communication, data entry, and healthcare terminology knowledge, with 1-2 years of customer service and EMR experience preferred; onboarding includes 3–6 weeks onsite training in Allentown.

Qualifications

• Minimum 1–2 years of demonstrated customer service in a contact center.
• Previous healthcare experience with medical terminology preferred.
• Previous experience with electronic medical record (EMR) preferred.
• Excellent communication and data entry skills; comfortable with computer systems.

Responsibilities

• Answers incoming calls and schedules appointments within established protocols.
• Determines how requests should be handled using expert questioning techniques.
• Verifies and updates patient demographic and insurance information.
• Creates a positive patient experience at every encounter, resolving issues when possible.
• Manages referral work queues and provides supplemental inbound support during high volume.
• Escalates scheduling or insurance issues to supervisors to resolve.
• Meets productivity, schedule adherence and quality standards.
• Works with clinical partners to establish scheduling protocols and relationships.

Skills

Customer service

Communication

Data entry

EMR experience

Medical terminology

Education

High School diploma or equivalent

Tools

General computer experience

Job description

St. Luke's University Health Network in Allentown, PA is seeking a Patient Engagement Partner – Access Center to provide a positive patient experience by answering calls, scheduling appointments, and assisting with patient needs in a fast-paced environment.

The role requires strong communication, data entry, and healthcare terminology knowledge, with 1-2 years of customer service and EMR experience preferred; onboarding includes 3–6 weeks onsite training in Allentown.