Patient Access Representative

St. Luke’s Health – Memorial Lufkin is a 279 bed facility and member of CommonSpirit Health, a national nonprofit health system. Serving East Texas, St. Luke's Health-Memorial Lufkin provides more than a quarter of a million patient services annually and contributes millions of dollars in local charity care and community support. We’re the area’s first Joint Commission Certified Primary Stroke Center, with board-certified neurologists and neurosurgeons offering full-spectrum stroke care. Nationally recognized as a HealthCare Center of Excellence, St. Luke's Health-Memorial Lufkin offers compassionate, comprehensive health care, including off-campus rehab and outpatient facilities and services. In addition to its large emergency department, there are 32 private rooms, dedicated imaging and OBGYN, wound care, infusion and lab services.

As our Patient Access Representative, you will perform patient registration and admitting across assigned hospital access areas, which may include the Emergency Department, main registration, and admitting.

Every day you will gather, verify, and update demographic, insurance, and account information in multiple systems for registration, scheduling, and documentation, identify and escalate discrepancies or complex scenarios, support workflow during high-volume periods, and work with the care team, patients, and families to support a positive experience.

To be successful in this role, you will bring accuracy, strong customer service, and accountability for relationship-based care, our mission and values, and privacy and regulatory requirements.

• Perform patient registration functions across assigned access points, ensuring accurate demographic information, insurance eligibility and benefits verification, and complete, confidential documentation within the electronic health record.
• Accurately scan, index, and manage patient documentation to support registration, billing, and clinical workflows in accordance with organizational standards.
• Communicate patient financial responsibility using established education tools and scripts, including estimates and patient liabilities, and collect payments at the time of service as appropriate.
• Schedule, confirm, and revise patient appointments to support timely access to care and adherence to provider and clinic workflows.
• Identify and resolve routine registration, insurance, and encounter discrepancies; follow established workflows to escalate complex or non-standard issues.
• Provide patient-facing support via telephone and other approved communication channels, including answering inquiries, routing calls, and documenting interactions per standard procedures.

• High School Graduate or GED
• 1 year relevant experience in healthcare, patient access setting is preferred, along with knowledge of the following: patient registration procedures and documentation, knowledge of health insurance payers, and real-time insurance eligibility verifications.