Weekend Patient Engagement Liaison
4 weeks ago
The Patient Engagement Partner - Access Center role is a critical component of an exceptional patient experience at St. Luke's University Health Network. This position provides a positive patient experience during all encounters, answering patient calls, scheduling appointments, working referral work queues, and assisting patients with their current needs.
Key Responsibilities- Answer incoming calls and perform 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.
- Determine 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; coordinate services as needed.
- Verify and update patient demographic and insurance information.
- Create 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.
- Manage and work referral work queues when assigned and provide supplemental inbound patient call support during high-volume times, using judgment to prioritize and accommodate patients based on patient needs.
- Actively participate as a team member in the resolution of problems as they are identified.
- Escalate any scheduling or insurance issue to the Patient Engagement Supervisor or Patient Engagement Manager to resolve.
- Consistently meet productivity, schedule adherence, and quality standards as set by the Access Center.
- Work with designated clinical partners to establish and maintain appropriate appointment scheduling protocols, consistently acting to build positive relationships with our clinical partners.
- High School diploma or equivalent required.
- 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.
- 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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Allentown, Pennsylvania, United States ST. LUKE'S UNIVERSITY HEALTH NETWORK Full timeJob SummarySt. Luke's University Health Network is seeking a skilled Patient Engagement Partner to join our Access Center team. As a key member of our team, you will be responsible for providing exceptional patient experiences, answering calls, scheduling appointments, and working referral work queues.Key ResponsibilitiesAnswer incoming calls and perform a...
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