Patient Access Representative (Per Diem)

sluhn; Hazleton (Luzerne County); On-site; USD 36,000 - 48,000; Full time

Job summary

St. Luke's University Health Network is seeking a Patient Access Representative to manage the registration process for patients in outpatient and/or Emergency Department locations.

This includes demographics, insurance verification, real-time eligibility, and data entry in the EMR system. The role requires cross-location collaboration with clinical and revenue cycle teams, promotion of MyChart self-service, and occasional travel between campuses.

Qualifications

• Excellent customer service and interpersonal skills required.
• General computer experience and data entry accuracy required.
• Insurance background and health care terminology familiarity preferred.
• Previous medical administrative experience and/or health care education preferred.
• Knowledge of health information systems (Epic) preferred.

Responsibilities

• Identify/validate the correct patient in the hospital information system to maintain EMR integrity.
• Follow network policy on patient identification, including chart corrections and look-up.
• Handle patient registration (pre-reg and post-reg) with demographics, insurance verification and real-time eligibility.
• Collaborate with SLPG practices, clinical/diagnostic departments and revenue cycle teams for smooth intake and billing.
• Cross-train across locations and both outpatient and Emergency Department areas as needed.
• Greet patients/visitors and provide friendly, courteous service and information.
• Encourage use of MyChart and patient self-service to engage patients in care.
• Assist with Welcome Kiosk and On My Way technology for self-scheduling and arrival flow.
• Coordinate referrals and pre-authorizations when not documented to reduce denials.
• Obtain required identifiers (NPI, UPIN) for new provider entries to ensure proper routing of results and claims.

Skills

Customer service

Interpersonal skills

Computer literacy

Insurance knowledge

Medical terminology

Medical admin experience

Epic EMR

Education

High school diploma or equivalent

Healthcare-related certificate/degree preferred

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:

Per Diem, Hours scheduled as needed, flexible

• Possible shifts available: The Care Now is open 7am- 8pm, split into two shifts (7-3 and 3-8) at Hazleton and 8am to 6pm at Mahanoy City.

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.