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

📋 Description

• • Embark on a rewarding career as a Patient Engagement Partner within St. Luke’s University Health Network's dynamic Access Center, a crucial role dedicated to shaping an exceptional patient experience from the very first interaction.
• • In this vital remote position, you will be the primary point of contact for patients, handling a high volume of inbound calls with professionalism, empathy, and efficiency. Your core responsibilities will include expertly scheduling, rescheduling, and canceling appointments, ensuring that each patient's needs are met within established timeframes and protocols.
• • You will leverage advanced questioning techniques to accurately assess patient needs, determining the most appropriate course of action. This may involve direct appointment scheduling, referring patients to specialized clinics, or escalating urgent cases to a nurse for immediate clinical attention, thereby coordinating essential healthcare services.
• • A significant aspect of your role will involve meticulously verifying and updating patient demographic and insurance information, ensuring the accuracy and integrity of patient records. This attention to detail is paramount for seamless healthcare delivery and billing processes.
• • You are empowered to create a positive and supportive patient experience during every encounter. Your goal will be to proactively address and resolve patient issues or concerns during the initial phone call, operating within the defined scope of your responsibilities.
• • Beyond inbound calls, you will actively manage and process referral work queues, ensuring that all patient referrals are handled promptly and efficiently. During peak call volumes, you will seamlessly transition to providing supplemental inbound patient call support, demonstrating flexibility and a commitment to team success.
• • As a collaborative team member, you will actively participate in identifying and resolving operational problems, contributing to continuous improvement within the Access Center.
• • You will serve as a key liaison with designated clinical partners, establishing and maintaining robust relationships. This involves collaborating to develop and refine appropriate appointment scheduling protocols, fostering a harmonious and effective working relationship between the Access Center and clinical departments.
• • You will be responsible for escalating any complex scheduling or insurance-related issues to the Patient Engagement Supervisor or Manager, ensuring timely and effective resolution.
• • Consistent performance is key; you will be expected to meet and exceed established productivity, schedule adherence, and quality standards set forth by the Access Center, contributing to the overall efficiency and effectiveness of the department.
• • This role requires a strong commitment to compliance and a dedication to continuous professional growth, aligning with St. Luke's unwavering commitment to excellence in patient care.
• • The position offers the flexibility of remote work, in accordance with the Network Work from Home Policy, however, candidates must be local to New Jersey or Pennsylvania, particularly in proximity to St. Luke’s University Health Network locations.
• • A mandatory onsite training period of approximately 3-6 weeks in Allentown, PA, will be required upon hire to ensure a thorough understanding of systems, protocols, and network standards.
• • You will be expected to maintain a professional work environment at home, ensuring the ability to perform duties effectively and confidentially.
• • This role is fundamental to St. Luke's mission of providing exceptional care and improving access to healthcare for all patients, regardless of their ability to pay.
• • Your dedication to service excellence will directly impact patient satisfaction and the overall operational efficiency of the health network.
• • You will be an integral part of a team committed to patient-centered care, embodying the values of compassion, skill, and dedication that define St. Luke's University Health Network.