Patient Access Representative

The Patient Access Representative is responsible for completing the registration process for patients seen at St. Luke's. The Patient Access Representative is to project the image of the facility as a customer-oriented organization. He/she will assist all customers by providing accurate information/directions and handle requests in accordance with hospital policy. This includes the collection and accurate data entry of all patient information into the computer system efficiently entering the patient into the Patient Management System or the Patient Tracking Board, accessing the Patient Management System or the Tracking Board, point of service cash collection and placement of any corresponding orders and/or charges. Communicates effectively in interactions with all customers (internal and external).

• 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, assist and/or direct the caller to the appropriate person or department, and accurately record verbal orders.
• Access the Patient Management System and the Patient Tracking Board, accurately enters information necessary to begin registration process.
• 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.
• Responsible for contacting the Primary Care Physician and/or the Financial Representative to obtain required insurance referrals and pre-certs when necessary.
• 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. When online eligibility is not available for the insurance, responsible for contacting insurance companies to verify benefits via phone or insurance website.
• 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.
• Responsible for accurate order entry for Lab or Radiology.
• Maintain a working knowledge of policies and procedures pertaining to registration.
• Demonstrate efficiency and familiarity with hospital systems including Pathways, Lab, PHS scheduler, Epic, Patient Management System, Precision, Patient Tracking Board, Navinet, PIM, and Microsoft Word.
• Obtain physician’s Medical License #, NPI#, and UPIN# via appropriate websites and complete appropriate form for processing.
• Responsible for sign in registry for vendors and clergy, providing churches and clergy information when needed.
• Handles the training of Information Desk volunteers.
• Provide other hospital departments and physician offices with information or materials related to Bethlehem 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.
• Provide other hospital departments and physician offices with information or materials related to Bethlehem Registration processes.
• Promptly resolve minor issues and inform manager, other department manager or nursing supervisor of any significant patient and visitor complaints.