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Patient Engagement Partner, Access Center
St. Luke's University Health Network. Answer incoming patient calls in a fast-paced, high-volume Access Center .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient scheduling, customer service excellence, and effective communication within a healthcare environment. Proficient in managing patient requests and resolving issues while adhering to compliance and quality standards.
Highest-signal resume keywords
Patient SchedulingCustomer Service ExcellenceElectronic Medical Record (EMR)Healthcare ExperienceData Entry
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data EntryPatient Demographic VerificationAppointment SchedulingMedical TerminologyReferral Management
Soft Skills
Excellent CommunicationTime ManagementService-OrientedProblem SolvingTeam Collaboration
Industry Keywords
Access CenterPatient EngagementComplianceQuality StandardsContact Center
About the role
Key responsibilities & impact- Answer incoming patient calls in a fast-paced, high-volume Access Center
- Schedule, reschedule, and cancel appointments within established time frames and protocols
- Determine appropriate handling and scheduling of patient requests
- Refer calls to specific clinics or escalate calls to nurses for immediate attention
- Coordinate services as needed
- Verify and update patient demographic and insurance information
- Resolve patient issues and concerns during phone calls within the scope of the role
- Manage referral work queues and provide supplemental inbound call support during high-volume periods
- Prioritize and accommodate patients based on their needs
- Participate in resolving identified problems as a team member
- Escalate scheduling or insurance issues to the Patient Engagement Supervisor or Manager
- Meet productivity, schedule adherence, and quality standards
- Establish and maintain appointment scheduling protocols with designated clinical partners
- Build positive relationships with clinical partners
- Perform other duties as assigned
Requirements
What you’ll need- 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
- Must reside in Pennsylvania or New Jersey
- Must be available for approximately 3-6 weeks of onsite training in Allentown, Pennsylvania upon hire
- Requires sitting for extended periods of time, up to 8 hours at a time
- Requires continual use of fingers, writing, and computer entry
- Requires ability to hear normal conversation and good general near and peripheral vision
Benefits
Comp & perks- Work-from-home arrangement in accordance with the Network Work from Home Policy if needed