Job Search Assistant
Patient Engagement Partner, Access Center, Remote Position (Local to NJ/PA)
St. Luke's University Health Network • Remote • Posted 30+ days ago
Boost your interview chances in seconds
Tailored resume, cover letter, and cheat sheet
Remote • Full-time • Entry Level
Job Highlights
Using AI ⚡ to summarize the original job post
The Patient Engagement Partner - Access Center role at St. Luke's University Health Network is critical for providing a positive patient experience through answering patient calls, scheduling appointments, working referral work queues, and assisting patients with their current needs. This role involves establishing and maintaining partnerships with practice and clinical partners to achieve aligned goals, and is exclusively available to candidates residing in Pennsylvania and New Jersey. Onsite training in Allentown, PA is required upon hire.
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.
Qualifications
Required
- High School diploma or equivalent
- Previous general computer experience with data entry
- Ability to work from home in accordance with the Network Work from Home Policy if needed
Preferred
- Minimum 1-2 years of demonstrated customer service excellence in a contact center
- Previous healthcare experience with medical terminology
- Previous experience with electronic medical record (EMR)
About St. Luke's University Health Network
St. Luke's University Health Network is a nonprofit healthcare organization operating in Pennsylvania and New Jersey. They offer a wide range of healthcare services, including primary and specialty care, hospital and emergency care, surgical services, rehabilitation, imaging, laboratory services, and home care. St. Luke's also has specialized centers for cancer, heart and vascular care, women's health, neuroscience, orthopedics, and pediatrics.
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 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 time). Requires continual use of fingers, writing and computer entry. Requires 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.
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)
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 time). Requires continual use of fingers, writing and computer entry. Requires 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.
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)
Search for other jobs like this one:
Search for popular related roles:
Remote Patient Care Partner - Acute Care jobsRemote Partner in Patient Care jobsRemote Patient Engagement Coordinator jobsRemote Patient Care Partner - Acute Med/Surg jobsRemote Partner Engagement Manager jobsRemote People Partner jobsRemote Clinical Care Partner jobsRemote People Experience Partner jobsRemote Diagnostic Success Partner jobsRemote Med/Surg Care Partner jobs
Search nearby locations hiring for this role:
Patient Engagement Partner jobs in Exton, PAPatient Engagement Partner jobs in Villanova, PAPatient Engagement Partner jobs in Arlington Heights, PAPatient Engagement Partner jobs in Fairless Hills, PAPatient Engagement Partner jobs in Nazareth, PAPatient Engagement Partner jobs in Sierra View, PAPatient Engagement Partner jobs in Bryn Mawr, PAPatient Engagement Partner jobs in Gilbertsville, PAPatient Engagement Partner jobs in Newtown Grant, PAPatient Engagement Partner jobs in Pottsville, PA