Patient Access Representative (Full Time)

St. Lukes is proud of the skills, experience and compassion of its employees. The employees of St. Lukes 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 patients ability to pay for health care.

The Patient Access Representative is responsible for completing the registration process for patients seen at St. Lukes.. The PAS representative is to project the image of the facility as a customer-oriented organization. He/she will assist all customers by providing accurate information/directions and handle requests in accordance with hospital policy. This includes the collection and accurate data entry of all patient information into the correct Epic application, focusing on insurance verification, transcribing orders and point of service cash collections. Communicates effectively in interactions with all customers (internal and external).

JOB DUTIES AND RESPONSIBILITIES:

ESSENTIAL FUNCTIONS:

1. Greets and directs patients and visitors for the entire facility to provide friendly

and courteous services at all times.

2. Dispense information and answers questions regarding the facility and its

services.

3. Communicate effectively with all departments to meet customer needs.

4. Answer the telephone in a timely manner with a friendly, sincere welcome and

assists and/or direct the caller to the appropriate person or department.

5. Access the Patient Management System and Precision, accurately enters

information necessary to begin registration process.

6. Accurately completes the registration process for any procedure/admission as

outlined by the department’s policy and procedure manual.

7. Accurately record in hospital computer system clean and concise notes to

track patient account activity and to communicate finances with hospital

patient care staff.

8. Responsible for contacting the Primary Care Physician and/or the Financial

Representative to obtain required insurance referrals and pre-certs when

necessary.

9. Maintain knowledge of current insurance regulations and policies.

Responsible for contacting insurance companies to verify benefits when

applicable.

10. Verifies all insurance/self pay through online eligibility. When online eligibility

is not available for the insurance, responsible for contacting insurance

companies to verify benefits via phone or insurance website.

11. Responsible for identifying, collecting, and recording self pay, or co pay

and/or deductibles when applicable prior to or at time of registration. Online

posting of credit card payments.

12. Responsible for accurate order entry for Lab or Radiology.

13. Maintain a working knowledge of policies and procedures pertaining to

registration.

14. Demonstrate efficiency and familiarity with hospital systems including

Pathways, Lab, PHS scheduler, Star, Patient Management System,

Precision, Patient Tracking Board, Navinet, PIM, Web Pay and Microsoft

Word.

15. Obtain physician’s Medical License #, NPI#, and UPIN# via appropriate

websites and complete appropriate form for processing.

16. Provide other hospital departments and physician offices with information or

materials related to Bethlehem Registration processes.

17. Provide St. Luke’s Hospital with data and documents necessary to produce a

patient bill by conducting in-person or telephone interviews with patient or

facilities to gather demographic, financial, guarantor, referring and primary

care physician data, to establish or verify an existing medical record number,

and entering the information into the hospital computer system

18. Provide other hospital departments and physician offices with information or

materials related to Bethlehem Registration processes.

19. Promptly resolve minor issues and inform manager, other department

manager or nursing supervisor of any significant patient and visitor complaints

20. Remain calm and alert, especially during emergency situations and heavy

patient/visitor volume.

21. Accept and track floral/package deliveries for patients and staff.

22. Assist with lost and found items, ensuring they get to the Security

Department.

23. Maintains confidentiality of all materials handled within the Network/ Entity as

well as the proper release of information.

24. Comply with Network and departmental policies regarding issues of

employee, patient and environmental safety and follows appropriate reporting

requirements.

25. Demonstrates/models the Network’s Service Excellence Standards of

Performance in interactions with all customers (internal and external).

26. Demonstrate Performance Improvement in the following areas as appropriate:

Clinical Care/Outcomes, Customer/Service Improvement, Operational

System/Process, and Safety.

27. Demonstrate financial responsibility and accountability through the effective

and efficient use of resources in daily procedures, processes and practices.

28. Comply with Network and departmental policies regarding attendance and

dress code.

29. Demonstrate competency in the assessment, range of treatment, knowledge

of growth and development and communication appropriate to the age of the

patient treated.

30. Demonstrate competency with Downtime procedures for the Hospital

Information System and Lab Information System.

31. Demonstrate familiarity and competency with the TTY and ATT Language

Lines for patients with hearing impairment/deafness.

32. Maintain confidentiality of all patient information.

33. Provide assistance to coworkers during peak times and covers for vacation,

holiday and sick time.

34. Maintain a working knowledge of the policies and procedures pertaining to

outpatient registration, order entry, and requests for outpatient services

including but not limited to outpatient registration, order entry, and request for

services.

35. Demonstrate and models the hospital’s core values and customer service

behaviors in interactions with all customers (internal and external).

OTHER FUNCTIONS:

Other duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting up to 8 hours per day, 4 hours at a time. Frequent use of hands/fingers for

data entry. Occasional walking and ability to push up to 250 pounds in a

wheelchair. Ability to occasionally carry or lift up to 10 pounds. Hearing as it

relates to normal conversation. Seeing as it relates to general vision.

MINIMUM QUALIFICATIONS

EDUCATION:

High school graduate or equivalent required.

TRAINING AND EXPERIENCE:

Excellent customer service and interpersonal skills required (office setting

preferred). General computer experience with data entry required. Insurance

background preferred. Knowledge of medical terminology.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Lukes!!

St. Lukes University Health Network is an Equal Opportunity Employer. (http://www.slhn.org/EOE)