Full 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.
The Patient Access Representative is responsible for completing the registration process for all patients seen at St. Luke's University Health Networks Emergency Departments. The Patient Access Representative is required to project at all times the image of the network as a customer focused organization. He/she will assist all customers (internal and external) by providing accurate information, directions and handling any requests in accordance with hospital policy. This includes, but not limited to the data collection and accurate entry of all patient information into the appropriate Epic application, focusing on insurance verification, transcribing orders and point of service cash collections. Patient Access Representatives will communicate effectively with all hospital departments, and follow through until patient treatment is admitted, transferred or completed. Emergency Department Patient Access is a required 24/7 function.
JOB DUTIES AND RESPONSIBILITIES:
Greets and directs patients and visitors for the entire facility to provide friendly and courteous services at all times. Monitor and enforce visitor policy for the entity.
Dispense appropriate information and answers questions regarding the facility and its services.
Communicate effectively with all departments to meet customer needs. Responsible for patient flow and through put for the Emergency Department and after hours/weekend Outpatient testing.
Answer the telephone with the appropriate scripted greeting, in a timely manner, assist and/or direct the caller to the appropriate person or department. Call department clinical staff and communicate all health concerns, chief complaints that require immediate attention.
Access Epic and accurately (minimum of two positive patient identifiers) enters information necessary to create a Hospital Account Record (HAR) and complete detailed demographic and specific clinical service information.
Communicate timely with Emergency Medical Technician (EMT) and department clinical staff during all trauma and ambulance arrivals. Create an accurate Hospital Account Record (HAR) or arrive the patient anonymous, following proper protocol quickly for clinical staff.
Accurately record in hospital computer system clean and concise notes to track patient account activity and to communicate for downstream claim processing.
Responsible to refer all self pay patients to onsite Medical Assistance vendor timely.
Maintain knowledge of current insurance regulations, trends and network policies. Responsible for contacting insurance companies to verify patient benefits when applicable.
Verifies all insurance/self pay through online eligibility. When online eligibility is not available for the insurance, responsible to verify benefits via insurance website.
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. Navigate Workstation on wheels throughout the department. Hearing as it relates to normal conversation. Seeing as it relates to general vision.
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 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 Employer.