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Patient Access Representative, Medical Office Building

St. Luke's University Health Network

This is a Full-time position in Easton, PA posted July 19, 2021.


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 Access Representative is responsible for completing the registration process for patients seen at St.

Luke’s in both outpatient and Emergency Departments.

The PAS 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 correct Epic application, focusing on insurance verification, transcribing orders and point of service cash collections.


Communicates effectively in interactions with all customers (internal and external).

The intent of this job description is to provide a summary of the major duties and responsibilities of this position, and shall not be considered as a detailed description of all the work requirements that may be inherent in the position.


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 proper Epic application and accurately enters information necessary to begin / complete the 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 transcribe outpatient orders.

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

Demonstrate efficiency and familiarity with all Epic application responsible to complete functions of the position.

Responsible for sign in registry for vendors and clergy, providing churches and clergy information when needed.

Supports the training of Department new hire staff including volunteers .

Provide other hospital departments and physician offices with information or materials related to Network 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.

Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.

Comply with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.

Demonstrates/models the Network’s Service Excellence Standards of Performance in interactions with all customers (internal and external).

Demonstrate Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.

Demonstrate financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.

Comply with Network and departmental policies regarding attendance and dress code.

Demonstrate competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.

Demonstrate competency with Downtime procedures in Epic, and ancillary systems.

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.

Demonstrate and models the hospital’s core values and customer service behaviors in interactions with all customers (internal and external).


Other duties as assigned.


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.


Potential risk of back injury due to lifting (risk minimized by body mechanics techniques according to the guidelines and in-services established by the Hospital Safety Officer).

Possible risk of exposure due to handling of blood and body fluids.

Repetitive motion injury of the wrist due to frequent computer use.

Employees who work in patient care areas where they may have potential exposure to patients with suspected or proven tuberculosis (TB) must have the ability to wear a particulate respirator and be fit-tested in compliance with the current recommendations from the CDC (enforced by OSHA) or must provide physician documentation as to the inability to wear a particulate respirator.


Adaptive modification for keyboard available.

Protective surgical masks in the event of potential exposure.



Understanding the implementation of the changes in regulations, insurance coverages and billing requirements


Ability to work well under stressful situations.


Ability to prioritize work in an environment of constant change while meeting the needs of the facility.


Supervisor, Manager and Director of Patient Access Services


Ability to communicate effectively and appropriately with patients/clients, insurance representatives and the community at large.

Must be able to remain calm, tactful, and even-tempered in a variety of situations.



High school graduate or equivalent required.


Excellent customer service and interpersonal skills required (office setting preferred).

General computer experience with data entry required.

Insurance background preferred.

Knowledge of medical terminology.


Rotating schedule with hours up to and including weekends, holidays and evenings as the department needs.

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 University Health Network is an Equal Opportunity Employer.