Patient Access Representative (Per Diem)

St. Luke's University Health Network - Nurse; Hazleton (Luzerne County); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading healthcare provider is seeking a Patient Access Representative I. This role involves managing patient registration processes, ensuring accurate medical records, and providing excellent customer service. Candidates should possess strong interpersonal skills and a high school diploma. Experience in healthcare administration is preferred.

Qualifications

• High school diploma or equivalent required.
• Healthcare-related certificates or degrees preferred.
• Previous healthcare administrative experience advantageous.

Responsibilities

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

Skills

Customer Service

Interpersonal Skills

Computer Literacy

Typing Skills

Knowledge of Medical Terminology

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 I 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 must 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 an 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 also required.

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 potential identity theft situations to clinical departments 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, including demographics, emergency contacts, diagnostic orders, provider information, diagnosis, insurance, and guarantor verification, real-time insurance eligibility, point of service cash collections, and error correction in work queues. This may involve contacting provider offices and reviewing patient charts.
4. Cross-train in all areas of the location or region, including outpatient and Emergency Department areas, and different nuances at off-campus locations.
5. Greet and direct patients and visitors, providing courteous service and monitoring visitor policies.
6. Answer calls and provide information regarding the facility and services.
7. Promote and assist with the usage of MyChart patient portal and self-service options.
8. Assist patients with Welcome Kiosk and On My Way technology, including monitoring the patient journey.
9. Coordinate with SLPG practice or Network Prior Authorization Department for insurance referrals and pre-authorizations to reduce denials.
10. Obtain provider identifiers such as Medical license Number, NPI, and UPIN for outpatient services to ensure accurate routing and billing.
11. Stay informed of current insurance and government billing regulations, providing estimates to self-pay patients and notifying out-of-network patients prior to services.
12. Verify insurance/self-pay status through online eligibility or direct contact with payers.
13. Collect and record point of service cash payments, process credit card payments, and manage the cash drawer and deposits.
14. Transcribe outpatient diagnostic testing orders accurately and verify that tests are performed as scheduled.
15. Verify patient preparation instructions prior to services to prevent issues.
16. Maintain knowledge of policies and procedures related to Patient Access and administrative roles.
17. Complete required competencies and training as assigned.
18. Manage sign-in registry for vendors and clergy, providing necessary information.
19. Address minor patient and visitor issues promptly and escalate significant concerns.
20. Complete government forms and documentation, including Medicare notices and signatures.
21. Collect and scan clinical documentation twice daily.

Physical and Sensory Requirements

Sitting/standing up to 8 hours daily, frequent use of hands for data entry, walking, and ability to push up to 250 pounds in a wheelchair. Occasionally lift up to 15 pounds. Normal hearing and vision required.

Minimum Qualifications

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

Training and Experience

Excellent customer service and interpersonal skills required. Computer literacy, typing skills, and knowledge of medical terminology are preferred. Previous healthcare administrative experience and familiarity with Epic are advantageous.

Please complete your application with your full legal name and current address, including employment history for the past seven years. Upload a current resume and consider creating a profile after submitting your application. Thank you for your interest in St. Luke's!

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