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St. Luke's University Health Network
St. Luke's University Health Network
EducationHealthcare
St. Luke's University Health Network is a nonprofit healthcare and medical education organization serving communities across Pennsylvania. Founded in 1872, the integrated network includes more than 20,000 employees, 15 campuses, and over 300 outpatient locations. Its clinical services span areas such as oncology, cardiology, and emergency medicine, alongside medical school and graduate medical education programs developed in partnership with Temple University. St. Luke's also operates Pennsylvania's largest network of trauma centers and is recognized for hospital quality, operational efficiency, and patient satisfaction.
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Patient Engagement Partner, Access Center – Hybrid

Support patients by answering calls, coordinating referrals, and scheduling care for St. Luke’s healthcare network. The hybrid role includes onsite training in Allentown, Pennsylvania, followed by eligible work from home.

USUnited StatesNJNew JerseyPAPennsylvaniaHybridFull-timeJuniorMiddleNo degree requiredEnglish RequiredAffiliate ManagerAffiliate Marketing

Description

  • Handle incoming patient calls in a fast-paced, high-volume Access Center
  • Schedule, reschedule, and cancel appointments according to established protocols and time frames
  • Assess patient requests and determine the appropriate scheduling or service pathway
  • Route calls to clinics or escalate urgent concerns to nurses
  • Coordinate patient services as needed
  • Verify and update demographic and insurance records
  • Address patient questions and concerns within the scope of the position
  • Manage referral queues and support inbound calls during peak-volume periods
  • Prioritize patient needs and accommodate requests appropriately
  • Work with the team to resolve identified issues
  • Escalate scheduling and insurance matters to the Patient Engagement Supervisor or Manager
  • Maintain required productivity, schedule adherence, and quality performance
  • Develop and maintain appointment-scheduling protocols with assigned clinical partners
  • Maintain constructive working relationships with clinical partners
  • Complete other assigned responsibilities

Requirements

  • High school diploma or equivalent is required
  • Prior general computer and data-entry experience is required
  • One to two years of demonstrated customer service excellence in a contact center is preferred
  • Prior healthcare experience and familiarity with medical terminology are preferred
  • Experience with electronic medical records is preferred
  • Strong communication, facilitation, and presentation abilities
  • Commitment to compliance
  • Demonstrated continuous professional growth
  • Quality-focused approach
  • Service-oriented mindset
  • Strong time-management skills
  • Ability to work from home in line with the Network Work from Home Policy when required
  • Must live in Pennsylvania or New Jersey
  • Must be available for approximately three to six weeks of onsite training in Allentown, Pennsylvania after hire
  • Ability to remain seated for extended periods, including up to eight hours at a time
  • Ability to use fingers continuously for writing and computer data entry
  • Ability to hear normal conversation and maintain good near and peripheral vision

Benefits

  • Work-from-home arrangement is available in accordance with the Network Work from Home Policy when required

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