About this role
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 – Medication Management – Access Center plays a vital part in delivering an exceptional patient experience. The Patient Engagement Partner serves as the first point of contact for patients, providing courteous and efficient support during every interaction. Responsibilities include answering incoming calls, addressing patient inquiries, and ensuring their needs are met with professionalism and empathy.
In addition to direct patient engagement, this role fosters strong, collaborative relationships with designated practice and clinical teams. By maintaining ongoing partnerships, the Patient Engagement Partner helps align efforts toward shared goals, contributing to seamless care coordination and improved patient outcomes.
JOB DUTIES AND RESPONSIBILITIES:
Responds to Incoming Calls: Efficiently answers high-volume calls in a fast-paced Access Center environment, initiating medication refill requests for the Rx Refill Specialist in accordance with established protocols and timeframes.
Assesses and Directs Requests: Utilizes expert questioning techniques to determine the appropriate handling of medication refill requests. Appropriately refers calls to clinics or escalates to the Rx Refill Supervisor when immediate attention is required. Coordinates services as necessary to ensure timely resolution.
Delivers Exceptional Patient Experience: Strives to create a positive experience during every patient interaction. Uses sound judgment to prioritize and accommodate patient needs, resolving issues whenever possible.
Fosters Positive Relationships: Demonstrates a commitment to building and sustaining strong, collaborative relationships with clinical partners to support seamless patient care.
Collaborates for Problem Resolution: Actively contributes to team-based problem solving. Escalates unresolved refill issues to the Rx Refill Supervisor or Patient Engagement Manager for further action.
Meets Performance Standards: Consistently achieves productivity and quality benchmarks set by the Access Center. Partners with designated clinical teams to maintain and optimize refill workflows.
Based on the evolving needs of the access, reassignment of the PODs may be required at any time.
Other related duties as assigned.
PHYSICAL AND SENSORY REQUIREMENTS:
Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision.
EDUCATION:
High School Diploma required
TRAINING AND EXPERIENCE:
Required: Previous general computer experience with data entry.
Preferred: 1-2 years of demonstrated customer service excellence in a contact center, previous healthcare experience with medical terminology, previous experience with electronic medical records (EMR).
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.
Other facts
About St. Luke's University Health Network
Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. Dedicated to advancing medical education, St. Luke’s is the preeminent teaching hospital in central-eastern Pennsylvania. In partnership with Temple University, the Network established the Lehigh Valley’s first and only four-year medical school campus. It also operates the nation’s longest continuously operating School of Nursing, established in 1884, and over 50 fully accredited graduate medical educational programs with more than 500 residents and fellows. In 2022, St. Luke’s, a member of the Children’s Hospital Association, opened the Lehigh Valley’s first and only free-standing facility dedicated entirely to kids. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY.
What you'll do
- The Patient Engagement Partner responds to incoming calls, addresses patient inquiries, and initiates medication refill requests. They also foster collaborative relationships with clinical teams to ensure seamless care coordination.
Ready to join St. Luke's University Health Network?
Take the next step in your career journey