ED Patient Access Representative, Full Time Middle Shift
Company: St. Luke's Hospital
Posted on: September 15, 2023
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.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 is required to have
excellent customer service skills and exhibit PCRAFT values at all
times with internal and external
customers. Patient Access Representative I communicates/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. Required to be cross-trained in all
departments at campus or within
The intent of this job description is to provide a summary of the
major duties and responsibilities of this
position and shall not be considered as a detailed description of
all the work requirements that may be
inherent in the position.
JOB DUTIES AND RESPONSIBILITIES: ESSENTIAL FUNCTIONS: 1.
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. 2. Maintain
knowledge and education of network policy on Patient Identification
including Mark for Merge, Chart Corrections, and Patient Look-Up.
3. 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. 4. 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. 5. 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). 6. Answers internal
and external calls on main department/facility line and dispenses
appropriate information and answers questions regarding the
facility and its services. 7. Promotes and helps increase usage of
MyChart patient portal and patient self-service capabilities to
ensure patients are personally engaging in their health care. 8.
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. 9. 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. 10. 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. 11. Must maintain
knowledge of current insurance and government regulations regarding
billing and registration. Includes providing estimates to self-pay
patients prior to service and notifying out of network patients
prior to service and providing all applicable options. 12. Verifies
all insurance/self-pay patients through online eligibility or via
contacting payer directly (phone or website). 13. Responsible for
identifying, collecting, and recording point of service cash
collections prior to or at time of service. Posting credit card
payments in Epic or other application, collecting cash, closing the
daily cash drawer, and preparing deposit for transport. 14.
Responsible to accurately transcribe all outpatient written
diagnostic testing orders, and process electronic diagnostic
orders. Includes verifying order/script contains all required
information (test, diagnosis, provider signature). Must also ensure
testing is being performed at the requested due date assigned by
provider. 15. Responsible for verifying if proper prep instructions
were followed for patient (barium, fasting, etc.) prior to service
to expedite any issues for clinical department or patient. 16.
Maintain a working knowledge of all applicable policies and
procedures pertaining to Patient Access and Administrative Policies
pertaining to job role. 17. Complete all required competencies
within learning management system and required trainings as
assigned by Patient Access leadership or Revenue Cycle Operational
Improvement Team (monthly competencies/policy review). 18.
Responsible for sign in registry for vendors and clergy, providing
churches and clergy information when needed (campus entities). 19.
Responsible to immediately resolve minor patient/visitor issues and
inform department leadership, or Nursing Supervisor, and Security
of any significant patient and visitor complaints/issues. 20.
Responsible for completing government forms including Important
Message from Medicare, and Medicare Outpatient Observation Notice
signature processes on inpatient clinical units (campus entities).
21. Responsible to collect all loose clinical paper documentation.
Analyze, sort and batch scan to Health Information Services twice
daily (campus entities)
Training Requirements: 1. Network Orientation 2. Facility
Orientation 3. Epic: Grand Central or ED Grand Central 3 days 4.
Epic: Cadence 1 day 5. Revenue Cycle: 2 days 6. Facility department
training for a minimum of 4 weeks. 7. Annual Revenue Cycle
competencies/policies 8. Level 1-4 Trauma Process (Campus entity
specific) 9. Routine EMR downtime procedures. 10. Mass Casualty
Incident (MCI) Preparedness (Campus entity specific) 11. Patient
Experience and Service Excellence Education 12. Accurately
Registering and Patient Identification Education 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.
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. Luke's!!
St. Luke's University Health Network is an Equal Opportunity
Founded in 1872, St. Luke's University Health Network
(http://www.slhn.org/) (SLUHN) is a fully integrated, regional,
non-profit network of more than 18,000 employees providing services
at 14 campuses and 300+ outpatient sites. With annual net revenue
of $2.7 billion, the Network's service area includes 11 counties:
Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe,
Schuylkill and Luzerne counties in Pennsylvania and Warren and
Hunterdon counties in New Jersey. Dedicated to advancing medical
education, St. Luke's is the preeminent teaching hospital in
central-eastern Pennsylvania. In partnership with Temple
University, St. Luke's established the Lehigh Valley's first and
only regional medical school campus. It also operates the nation's
longest continuously operating School of Nursing, established in
1884, and 38 fully accredited graduate medical educational programs
with 347 residents and fellows. St. Luke's is the only Lehigh
Valley-based health care system to earn Medicare's five-star
ratings (the highest) for quality, efficiency and patient
satisfaction. St. Luke's is both a Leapfrog Group and Healthgrades
Top Hospital and a Newsweek World's Best Hospital. U.S. News &
World Report ranked St. Luke's #1 in the Lehigh Valley and #6 in
the state. Three of IBM Watson Health's 100 Top Hospitals are St.
Luke's hospitals. St. Luke's flagship University Hospital has
earned the 100 Top Major Teaching Hospital designation from IBM
Watson Health nine times total and seven years in a row, including
in 2021 when it was identified as THE #1 TEACHING HOSPITAL IN THE
COUNTRY. In 2021, IBM Watson Health also named St. Luke's among the
15 Top Health Systems nationally. Utilizing the Epic electronic
medical record (EMR) system for both inpatient and outpatient
services, the Network is a multi-year recipient of the Most Wired
award recognizing the breadth of the SLUHN's information technology
applications such as telehealth, online scheduling and online
pricing information. St. Luke's is also recognized as one of the
state's lowest cost providers..
Learn More Here. (http://www.slhn.org/About)
Keywords: St. Luke's Hospital, Bethlehem , ED Patient Access Representative, Full Time Middle Shift, Other , Quakertown, Pennsylvania
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