Job Description

Patient Engagement Partner, Access Center, Remote Position (Local to NJ/PA)

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 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.

We are exclusively considering applications from candidates residing in Pennsylvania and New Jersey, particularly those in close proximity to St. Luke’s University Health Network locations.

Candidate must be available for approximately 2-3 weeks of onsite training in Allentown, PA upon hire.

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 escalate 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 a time). Requires continual use of fingers, writing, and computer entry. Requires the 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.

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