Patient Engagement Partner, Per Diem, PA/NJ residency required

St. Luke’s University Health Network; Allentown (Lehigh County); Hybrid; USD 37,000 - 47,000; Full time

Job summary

St. Luke's University Health Network is seeking a Patient Engagement Partner for the Access Center to deliver an exceptional patient experience. You will answer calls, schedule, reschedule or cancel appointments, verify demographics and insurance, and assist patients with their needs.

Collaborating with practice and clinical partners, you will manage referral queues, prioritize requests, and escalate issues to supervisors when necessary, while maintaining productivity and quality standards.

Qualifications

• Minimum 1-2 years of demonstrated customer service in a contact center.
• Healthcare experience with medical terminology preferred.
• Proficient with data entry and basic computer skills.
• Ability to work from home in accordance with network policy if needed.

Responsibilities

• Answers incoming calls and schedules, reschedules, or cancels appointments.
• Verifies and updates patient demographics and insurance information.
• Manages referral work queues and coordinates services as needed.
• Escalates scheduling or insurance issues to supervisor for resolution.
• Maintains productivity, schedule adherence and quality standards.

Skills

Customer service

Phone etiquette

Communication

Data entry

Education

High School diploma

Tools

EMR

Data entry software

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.

Patient Engagement Partner – Access Center role

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.

JOB DUTIES AND RESPONSIBILITIES

Answers incoming calls and performs a variety of actions including scheduling, rescheduling, or canceling appointments within established time frames and protocols in a fast paced, high volume Access Center environment. Determines how requests should be handled using expert questioning techniques to determine how a request should be scheduled, when to refer a call to a specific clinic or elevate the call to a nurse for immediate attention; coordinates services, as needed. Verifies and updates patient demographic and insurance information. Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role. Manages and works referral work queues when assigned and provides supplemental inbound patient call support during high volume times using (and vice versa), and uses judgment to prioritize and accommodate patients, based on patient needs. Actively participates as a team member in resolution of problems as they are identified. Escalates any scheduling or insurance issue to the Patient Engagement Supervisor or Patient Engagement Manager to resolve. Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center. Works with designated clinical partners to establish and maintain appropriate appointment scheduling protocols. Consistently acts to build positive relationships with our clinical partners. Other duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS

Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general 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 Previous experience with electronic medical record (EMR) preferred

Competencies required

Excellent communication, facilitation, and presentation skills. Focused on compliance Demonstrates continuous growth Quality-driven Service-oriented Excels at time management Ability to work from home in accordance with the Network Work from Home Policy if needed.

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

Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St.Luke’s was identified as one of the 15 Top Health Systems nationally. St.Luke’s is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St.Luke’s has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St.Luke’s was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St.Luke’s was named a Top Workplace in New Jersey for the third year in a row.