Patient Access Representative (Per Diem)

St. Luke's University Health Network - Nurse; Reading (Berks County); On-site; USD 30,000 - 40,000; Part time

Job summary

A leading healthcare provider is seeking a Patient Access Representative I to manage patient registration and ensure an excellent patient experience. This role requires strong customer service skills, attention to detail, and the ability to work in a fast-paced environment. Responsibilities include verifying patient information, handling registrations, and coordinating with various departments. Flexible hours are available, including early mornings and weekends.

Qualifications

• Excellent customer service and interpersonal skills essential.
• Computer proficiency, including typing skills, preferred.

Responsibilities

• Identify and validate patients in the hospital information system.
• Handle patient registration, including demographics and insurance verification.
• Promote and increase usage of MyChart patient portal.

Skills

Customer Service

Interpersonal Skills

Computer Proficiency

Education

High School Diploma

Healthcare-related Certification

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, and cross-training in all departments at the campus or within the region is expected.

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 possible identity theft situations to clinical department and leadership for escalation.

2. Maintain knowledge of network policy on Patient Identification, including Mark for Merge, Chart Corrections, and Patient Look-Up.

3. Handle patient registration, including demographics, emergency contacts, transcribing diagnostic orders, primary care and referring provider information, diagnosis, insurance, and guarantor verification, real-time insurance eligibility, point of service cash collections, and work queue error resolution.

4. Cross-train in all areas of location or region, including outpatient and Emergency Department areas at campuses, and all locations for outpatient sites with different nuances.

5. Greet and direct patients and visitors, providing friendly and courteous service. Monitor and enforce visitor policies if applicable.

6. Answer calls on the main department/facility line, providing appropriate information and answering questions regarding the facility and services.

7. Promote and increase usage of MyChart patient portal and self-service capabilities to enhance patient engagement in their healthcare.

8. Assist patients with Welcome Kiosk and On My Way technology, including self-scheduling and monitoring the patient’s journey.

9. Coordinate with SLPG practice or Network Prior Authorization Department to obtain necessary insurance referrals and pre-authorizations to reduce denials.

10. Obtain provider information such as Medical license Number, NPI, and UPIN for outpatient services to ensure accurate routing and billing.

11. Stay informed about current insurance and government regulations regarding billing and registration, providing estimates to self-pay patients and notifying out-of-network patients prior to service with options.

12. Verify insurance/self-pay status through online eligibility checks or direct contact with payers.

13. Manage point of service cash collections, including credit card payments, cash handling, daily cash drawer reconciliation, and deposit preparation.

14. Transcribe outpatient diagnostic testing orders accurately and verify all required information, ensuring tests are performed as scheduled.

15. Verify patient preparation instructions prior to services to prevent issues.

16. Maintain knowledge of applicable policies and procedures related to Patient Access and administrative roles.

17. Complete required competencies and trainings as assigned.

18. Register vendors and clergy, providing necessary information for campus entities.

19. Address minor patient/visitor issues immediately and report significant concerns to leadership, nursing, or security.

20. Complete government forms such as Medicare messages and observation notices on inpatient units.

21. Collect and scan clinical documentation as required, ensuring proper batching and processing.

Physical and Sensory Requirements

Sitting/standing up to 8 hours/day, frequent hand/finger use, walking, pushing up to 250 pounds in a wheelchair, occasional lifting up to 15 pounds, normal hearing and vision.

Minimum Qualifications

High school diploma or equivalent required; healthcare-related certification or degree preferred.

Training and Experience

Excellent customer service and interpersonal skills essential. Computer proficiency, including typing skills, preferred. Insurance knowledge, medical terminology, and healthcare experience are advantageous.

Hours

Per diem, flexible hours including early mornings, evenings, and weekends, as needed for coverage and vacations.

Please complete your application with your full legal name, current address, employment history for the past seven years, and upload a current resume. Creating a profile after application submission is recommended. Thank you for your interest in St. Luke's!

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