Star Community Health- Patient Engagement Partner (PEP)- Remote
St. Luke's University Health Network
- Bethlehem, PA
- 30+ days ago
- Remote
Highlights
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. 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.
Numbers & Facts
| Location | Bethlehem, PA (Remote) |
| Industry | Healthcare Services |
| Company Size | 5,000 to 9,999 employees |
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 SCH 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.
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:
Sitting for extended periods (up to 8 hours), continual finger use, writing, computer entry, ability to hear normal conversation, and good general near and peripheral vision are required.
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
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.
About Company
St. Luke's University Health Network is a regional network of hospitals, physicians and other related organizations providing care primarily in Lehigh, Northampton, Monroe, Carbon, Schuylkill, Bucks, Montgomery and Berks counties in Pennsylvania and Warren County in New Jersey.
The Network provides services at more than 150 sites. St. Luke's University Health Network is comprised of six hospital sites. The Network includes:
- More than 80 owned physician-practice sites
- 300 employed primary care/specialist physicians
- Various outpatient testing and service facilities
- Home health
- Hospice services (inpatient and outpatient)
- Largest ambulance provider in Bucks County and second largest in Lehigh County
- Other related organizations
- 57,500+ annual admissions
- 195,000 annual emergency room visits
- 1,325 physicians on the Medical Staff (96 percent board-certified)
- 8,600+ employees
- More than 1,350 volunteers
Areas of exceptional medical expertise include:
- Level 1 Adult Trauma Center: fully accredited by Pennsylvania Trauma Systems Foundation; 2,400+ annual trauma cases; St. Luke's 1.75 percent mortality rate represents top decile performance, significantly better than peer group as measured by National Trauma Data Bank of the American College of Surgeons; aeromedical transport services
- Oncology: first and only cancer program in Pennsylvania to receive American College of Surgeons' highest quality recognition for three consecutive years; only Pennsylvania program to receive award in 2010; region's only fellowship-trained surgical oncologists; advanced programs for melanoma (internationally recognized melanoma investigator), lung, breast, prostate, gynecologic and gastrointestinal cancers and tumors of the brain and spine
- Cardiology and Cardiovascular Surgery: multiple-year recipient of highest rating for cardiac bypass surgery, represents top decile performance achieved by only 10 percent of U.S. hospitals (Society for Thoracic Surgery); region's first Joint Commission certified Heart Failure Program; comprehensive surgical services excluding heart transplants
- Neuroscience: accredited Stroke Center; additional Centers of Excellence include: Balance Center, Headache Center, Memory Disorders Center, Multiple Sclerosis Center, Sleep Disorders Center
- Orthopaedics: advanced expertise in total joint replacement and reconstruction, computer-assisted minimally invasive surgery, primary and reconstructive surgery of the spine, sports injuries, diseases and conditions of the hand and elbow, traumatic injuries
- Women's/Children's Health: high-risk pregnancy; the region’s busiest obstetrical service; two neonatal intensive care units; pediatric specialty care provided by St. Christopher's Hospital for Children.
- Robotic/Minimally Invasive Surgery: one of the nation's most experienced robotic surgical teams
- Radiology: designated international General Electric Healthcare Show Site for imaging technology; designated Breast Imaging Center of Excellence by American College of Radiology
- Bariatric Surgery: designated Center of Excellence by American Society for Metabolic and Bariatric Surgery and Surgical Review Corporation
St. Luke's offers an exceptional benefit plan for employees. Our values are reflected in all we do for patients, each other and the community:
Pride - We take pride in our accomplishments and in our organization.
Caring - We show consideration for others and their feelings. We treat others as we want to be treated.
Respect - We recognize the value, diversity and importance of each other, those we serve and the organization.
Accountability - We are responsible to make decisions and solve problems in a timely and effective manner.
Flexibility - We adapt to the changing needs and expectations of those we serve.
Teamwork - We work together to improve quality.
The mission of St. Luke's University Health Network 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.