Patient Engagement Partner, Access Center, Remote Position (Local to NJ/PA)

Lensa; Allentown (Lehigh County); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare provider is seeking a Patient Engagement Partner for their Access Center. This remote position requires excellent communication skills and a commitment to providing exceptional patient experiences. Candidates must have a high school diploma and prior customer service experience, preferably in healthcare. The role involves scheduling appointments, handling patient inquiries, and collaborating with clinical partners to enhance service delivery.

Qualifications

• High School diploma or equivalent required.
• Minimum 1-2 years of demonstrated customer service excellence in a contact center preferred.
• Previous healthcare experience with medical terminology preferred.

Responsibilities

• Answer incoming calls and schedule appointments in a fast-paced environment.
• Verify and update patient demographic and insurance information.
• Create a positive patient experience and manage referral work queues.

Skills

Communication

Customer Service

Time Management

Education

High School diploma or equivalent

Tools

Electronic Medical Records (EMR)

Job description

Patient Engagement Partner, Access Center, Remote Position (Local to NJ/PA)

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Lensa is the leading career site for job seekers at every stage of their career. Our client, St. Luke's Hospital, is seeking professionals. Apply via Lensa today!

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.

The Patient Engagement Partner – Access Center role is critical to an exceptional patient experience. This role provides a positive patient experience during all encounters and is responsible for answering patient calls, scheduling appointments, working referral work queues, and assisting the patient with their current needs. The Patient Engagement Partner establishes and maintains ongoing partnerships with designated practice and clinical partners to ensure achievement of aligned goals. We are considering applications from candidates residing in Pennsylvania and New Jersey, particularly those near St. Luke’s University Health Network locations.

Candidate must be available for approximately 3-6 weeks of onsite training in Allentown, PA upon hire.

Job Duties And Responsibilities

1. Answer incoming calls and perform actions such as scheduling, rescheduling, or canceling appointments within established protocols in a fast-paced, high-volume Access Center environment.
2. Determine how requests should be handled using expert questioning techniques to schedule, refer, or escalate calls appropriately.
3. Verify and update patient demographic and insurance information.
4. Create a positive patient experience at every encounter, resolving issues or concerns during the call within role scope.
5. Manage referral work queues and provide inbound patient call support during high volume times, prioritizing based on patient needs.
6. Participate as a team member in problem resolution.
7. Escalate scheduling or insurance issues to supervisors for resolution.
8. Meet productivity, schedule adherence, and quality standards set by the Access Center.
9. Collaborate with clinical partners to establish and maintain appointment scheduling protocols and build positive relationships.
10. Perform other duties as assigned.

Physical And Sensory Requirements

Requires sitting for extended periods (up to 8 hours), continual use of fingers, writing, and computer entry. Ability to hear normal conversation and have good near and peripheral vision.

Education

• High School diploma or equivalent required

Training And Experience

• Previous general computer experience with data entry required
• Minimum 1-2 years of demonstrated customer service excellence in a contact center preferred
• Previous healthcare experience with medical terminology preferred
• Experience with electronic medical records (EMR) preferred

Competencies Required

• Excellent communication, facilitation, and presentation skills
• Focus on compliance
• Demonstrates continuous growth
• Quality-driven and service-oriented
• Excellent time management skills

Ability to work from home in accordance with the Network Work from Home Policy if needed.

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 create 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. (http://www.slhn.org/EOE)