Patient Services Representative

Lehigh Valley Health Network (LVHN) is home to nearly 23,000 colleagues who make up a talented, vibrant, and diverse workforce. Join our team and experience firsthand what it's like to be part of a health care organization that is nationally recognized, forward‑thinking, and offers plenty of opportunity to do great work. We are a Magnet® Hospital and have been ranked among the “Best Hospitals” by U.S. News & World Report for 23 consecutive years.

Our hospitals each received an ‘A’ grade on the Hospital Safety Grade from The Leapfrog Group in 2020.

Coordinates and provides a variety of clerical/administrative duties associated with daily physician practice operations. Serves as the initial point of contact for patients and healthcare providers within the practice. Delivers the high standard of customer service necessary to maintain the overall patient experience.

• Performs a variety of detail‑oriented administrative tasks that anticipate the needs of team members and patients according to the organization’s policies and standard work.
• Gathers information necessary for accurate registration and check‑in to fulfill service promise.
• Obtains and verifies insurance authorizations/precertification and completes medical record release requests and schedules/confirms patient appointments.
• Sustains the execution and flow of the patient schedule to provide the best patient experience while fostering a team environment.
• Collaborates in all aspects of training, staffing, and functionality while providing substantial and valuable feedback.
• Keeps abreast of changes in all insurance providers regarding coverage and reimbursement changes.
• Organizes effectively and efficiently to accommodate interruptions and changing priorities.
• Performs scheduling, scanning, billing, filing, referrals, work queues, and other clerical functions in a timely manner.
• Performs appropriate patient outreach including telephone and EMR messaging.

• High School Diploma/GED.
• 1 year customer service experience.
• Ability to adapt to changing priorities.
• Ability to maintain accuracy and compliance with detailed‑oriented responsibilities.
• Ability to maintain strict confidentiality.
• Proficient computer skills.
• Proven proficiency of technology and EMR workflows at the conclusion of orientation.
• Able to handle cash and other methods of patients accurately.
• Able to explain, educate, and support the usage of the LVHN patient portal including various features.

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer:
This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law.

All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.