Job Details
***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 service representative works on improving the quality of the patient experience at all encounters and is responsible for answering patient calls, scheduling appointments, and assisting the patient with their current needs. As an agent of customer service, the Patient Service Representative models the organizations values (PCRAFT) in the performance of duties as well as a commitment to ongoing personal development.**JOB DUTIES AND RESPONSIBILITIES:**
* Answer telephones within three rings, prioritize calls and coordinates service
* Greets all patients with a warm and welcoming tone
* Demonstrates effective communication using AIDET techniques on every call
* Verify patient demographic information and accurately enter same into computer system.
* Assist patients in understanding account balances
* Be familiar with policies of various insurance companies.
* Handle calls, resolving patient issues independently and in real time whenever possible
* Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call within the scope of the role
* Provides outstanding and compassionate care and service, every step along the way, fostering teamwork
* Takes active role in facilitation team approach to functions within the department:
* Attends departmental meetings.
* Actively participates as a team member in resolution of problems as they are identified.
* Analyzes current procedures, bringing suggestions for improvement to the attention of team members and supervisor for consideration.
* Consistently meets productivity, schedule adherence and quality standards as set by management
* Partner with care providers (doctors offices) on behalf of the patient to assist with appointment scheduling or connections with internal specialist for assistance when needed.
* Updates and or communicates correct patient information to appropriate staff, offices, and computer systems. Works with manager for any scheduling or insurance issues.
**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 Graduate or equivalent.
**TRAINING AND EXPERIENCE:**
One year office experience in a similar setting. Experience in call center or heavy customer oriented environment and work in an office setting desired.
*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!!*
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locationBethlehem, PA - 1417 8th AvenuelocationBethlehem, PA - 1417 8th AvenueFounded in 1872, (SLUHN) is a fully integrated, regional, non-profit network of more than 17,000 employees providing services at 12 hospitals sites and 300+ outpatient sites. With annual net revenue of $2.6 billion, the Networks service area includes 10 counties: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe and Schuylkill counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. Dedicated to advancing medical education, St. Lukes is the preeminent teaching hospital in central-eastern Pennsylvania. In partnership with Temple University, St. Lukes established the Lehigh Valleys first and only regional medical school campus. It also operates the nations longest continuously operating School of Nursing, established in 1884, and 38 fully accredited graduate medical educational programs with 347 residents and fellows. St. Lukes is the only Lehigh Valley-based health care system to earn Medicares *five-star* ratings (the highest) for quality, efficiency and patient satisfaction. St. Lukes is both a Leapfrog Group and Healthgrades *Top Hospital* and a Newsweek Worlds *Best Hospital*. U.S. News & World Report ranked St. Lukes #1 in the Lehigh Valley and #6 in the state. Three of IBM Watson Healths *100 Top Hospitals* are St. Lukes hospitals. St. Lukes flagship University Hospital has earned the *100 Top Major Teaching Hospital* designation from IBM Watson Health nine times total and seven years in a row, including in 2021 when it was identified as THE #1 TEACHING HOSPITAL IN THE COUNTRY. In 2021, IBM Watson Health also named St. Lukes among the *15 Top Health Systems* nationally. Utilizing the Epic electronic medical record (EMR) system for both inpatient and outpatient services, the Network is a multi-year recipient of the *Most Wired* award recognizing the breadth of the SLUHNs information technology applications such as telehealth, online scheduling and online pricing information. St. Lukes is also recognized as one of the states lowest cost providers.