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.

To insure patient satisfaction, the Patient Access Representative working in the Emergency Room or outpatient Department demonstrates/models network service excellence standards of performance, core values, and customer service behaviors in interactions with all customers both external and internal. The Patient Access Representative is responsible for completing the emergency and/or outpatient registration process for patients seen at St. Luke's Warren Campus. This includes the collection and accurate data entry of all patient information into the computer system efficiently, point of service cash collection and placement of any corresponding orders and/or charges. Communicates effectively in interactions with all customers (internal and external).

JOB DUTIES AND RESPONSIBILITIES:

Registration:

• Greets and directs patients and visitors for the entire facility to provide friendly and courteous services at all times.

• Dispense information and answers questions regarding the facility and its services.

• Communicate effectively with all departments to meet customer needs.

• 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.

• Accurately completes the registration process for any procedure/admission as outlined by the department’s policy and procedure manual.

• Accurately record in hospital computer system clean and concise notes to track patient account activity and to communicate finances with hospital patient care staff.

• Maintain knowledge of current insurance regulations and policies. Responsible for contacting insurance companies to verify benefits when applicable.

• Verifies all insurance/self pay through online eligibility

• 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.

• Maintain a working knowledge of policies and procedures pertaining to registration.

• Demonstrate efficiency and familiarity with hospital systems

• Provide other hospital departments and physician offices with information or materials related to Warren Registration processes.

• 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

• Promptly resolve minor issues and inform manager, other department manager or nursing supervisor of any significant patient and visitor complaints

• Remain calm and alert, especially during emergency situations and heavy patient/visitor volume.

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

• Responsible to ensure that the work environment remains neat, clean and tidy, including the ED waiting room.

• Keep patients/families informed of wait times as appropriate.

• Demonstrate competency with Downtime procedures for the Hospital Information System and Lab Information System.

• Demonstrate familiarity and competency with the TTY and ATT Language Lines for patients with hearing impairment/deafness.

• Provide assistance to coworkers during peak times and covers for vacation, holiday and sick time.

• 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.

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.

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