Patient Access Representative

St Luke's Health - Memorial - Lufkin; Lufkin (TX); On-site; USD 34,000 - 42,000; Full time

Job summary

St. Luke’s Health – Memorial Lufkin is seeking a Patient Access Representative to register patients across access points, verify demographics and insurance, and support scheduling and documentation.

You will handle patient communications, contribute to accurate medical records, and help ensure a positive patient experience in a 279-bed facility. Successful candidates bring attention to detail, strong customer service, and a commitment to privacy and regulatory compliance, with prior

Qualifications

• High School Graduate or GED required.
• 1 year relevant experience in healthcare, patient access preferred.
• Knowledge of patient registration procedures and documentation, health insurance payers, and real-time insurance eligibility verifications.

Responsibilities

• Register patients across access points (ED, main registration, admitting) with accurate demographics and insurance information.
• Scan, index, and manage patient documents to support registration, billing, and clinical workflows.
• Explain patient financial responsibility and collect payments when appropriate using standard tools and scripts.
• Schedule, confirm, and adjust patient appointments to ensure timely access to care and workflow adherence.
• Identify and resolve routine registration and insurance discrepancies and escalate complex issues per policy.
• Provide patient-facing support via phone and other approved channels, documenting interactions per procedures.

Skills

Customer service

Accuracy

Communication

Demographic data entry

Healthcare terminology

Registration procedures

Documentation

Insurance verification

Education

High School diploma or GED

Tools

EHR systems

Job description

Job Summary and Responsibilities

As our Patient Access Representative, you will perform patient registration and admitting across assigned hospital access areas, which may include the Emergency Department, main registration, and admitting.

Every day you will gather, verify, and update demographic, insurance, and account information in multiple systems for registration, scheduling, and documentation, identify and elevate discrepancies or complex scenarios, support workflow during high-volume periods, and work with the care team, patients, and families to support a positive experience.

To be successful in this role, you will bring accuracy, strong customer service, and accountability for relationship-based care, our mission and values, and privacy and regulatory requirements.

• Perform patient registration functions across assigned access points, ensuring accurate demographic information, insurance eligibility and benefits verification, and complete, confidential documentation within the electronic health record.
• Accurately scan, index, and manage patient documentation to support registration, billing, and clinical workflows in accordance with organizational standards.
• Communicate patient financial responsibility using established education tools and scripts, including estimates and patient liabilities, and collect payments at the time of service as appropriate.
• Schedule, confirm, and revise patient appointments to support timely access to care and adherence to provider and clinic workflows.
• Identify and resolve routine registration, insurance, and encounter discrepancies; follow established workflows to elevate complex or non-standard issues.
• Provide patient-facing support via telephone and other approved communication channels, including answering inquiries, routing calls, and documenting interactions per standard procedures.

Job Requirements

• High School Graduate or GED
• 1 year relevant experience in healthcare, patient access setting is preferred, along with knowledge of the following: patient registration procedures and documentation, knowledge of health insurance payers, and real-time insurance eligibility verifications.

Where You'll Work

St. Luke’s Health – Memorial Lufkin is a 279 bed facility and member of CommonSpirit Health, a national nonprofit health system. Serving East Texas, St. Luke's Health-Memorial Lufkin provides more than a quarter of a million patient services annually and contributes millions of dollars in local charity care and community support. We’re the area’s first Joint Commission Certified Primary Stroke Center, with board-certified neurologists and neurosurgeons offering full-spectrum stroke care. Nationally recognized as a HealthCare Center of Excellence, St. Luke's Health-Memorial Lufkin offers compassionate, comprehensive health care, including off-campus rehab and outpatient facilities and services. In addition to its large emergency department, there are 32 private rooms, dedicated imaging and OBGYN, wound care, infusion and lab services.