Health Call Contact Center Specialist, Full Time, First Shift, St. Luke's Center

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 Health Call Customer Service Specialist will provide indirect patient care in a fast-paced Telephone Call Center for the Network. Obtains and verifies demographic and insurance information from callers, creates medical records and documents in EPIC EMR. Schedules appointments for both new and existing patients. Performs clerical duties and has the ability to multitask in a high call volume atmosphere. Meets the communication needs of the patient/family, office/clinical and medical staff. Responsible for call monitoring, paging providers, and working in conjunction with the clinical staff and offices in a fast, efficient and courteous manner via the patients EMR (EPIC). Communicates all necessary changes, enhancements and procedures to all necessary department teams. Participates in performance improvement activities as well as Network wide initiatives.


  • Provides callers with appropriate information.
  • Documents within EPIC EMR by creating charts, verifying patient demographics and insurance information. Ability to route patient documentation accurately.
  • Appointment scheduling, routing telephone messages to appropriate offices and triages to Clinical team.
  • Places, receives, and routes a high volume of calls to the appropriate places: Clinical, office or providers.
  • Maintains working knowledge of technological applications.
  • Maintains a good working relationship with peers, RN’s, office staff and Physicians
  • Demonstrates good listening skills and notifies the RN with urgent matters.
  • Demonstrates a complete knowledge of job responsibilities. Ability to multitask and prioritize accordingly and work both as a team but can perform job duties independently.  
  • Promptly answers all inbound calls in professional manner; identifying the ambulatory site and using appropriate salutations. ​


Sitting for up to 8 hours per day, 4 hours at a time. Continuously fingering and handling for data entry, typing, etc., and occasional twisting and turning. Uses upper extremities for occasional lifting and carrying of up to 20 pounds of files. Frequently stoops, bends, or reaches above shoulder level to retrieve files. Hearing as it relates to normal conversation and telephones. Seeing as it relates to general vision. Visual monotony when reading reports and reviewing computer screens.


High School Diploma / GED required


1 year Call Center experience is preferred

Previous experience in a role utilizing medical terminology is required

Previous general computer experience with data entry required

Previous EPIC experience preferred

Has potential to be a work-from-home job.

Must be able to be at the office within one hour from home.

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.

Full time
Allentown, PA 18109, US