Job Details
Customer Service Advocate **Sign On Bonus** page is loaded **Customer Service Advocate **Sign On Bonus****
**Customer Service Advocate **Sign On Bonus****
locationsAllentown, PA - 1110 American Parkway time typeFull time posted onPosted Today job requisition idR078321 ***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 Customer Service Advocate is responsible for handling incoming telephone calls, e-mail, and written correspondence to the Single Business Office (SBO) regarding billing questions and/or concerns for hospital and physician billing self-pay balances.**JOB DUTIES AND RESPONSIBILITIES:**
* Answers SBO telephone lines in a timely fashion, and provides callers with a pleasant, courteous and professional reception.
* Informs and educates patients regarding issues identified at the time of reimbursement assessment.
* Performs research or follow-up to address issues, and if necessary, responds back to the caller at a later time. Research may typically require obtaining information from multiple departments.
* Leverages knowledge of vendor and technology systems that promote the patient experience to resolve customer concerns more efficiently.
* Updates and/or corrects patient information in the SBO system and/or communicates to appropriate staff members and departments.
* Gives extended customer service by coordinating with other departments to resolve issues beyond the scope of the routine questions and/or issues.
* Maintains excellent understanding of patient accounting billing for hospital and physician services, third party payment methodologies and resulting of out-of-pocket balances to ensure patient concerns or questions are fully answered.
* Maintains thorough understanding of hospital and physician discount and financial assistance policies (both internal and external) to address patients inability to pay outstanding balances.
* Follows through on commitments and achieves desired results.
* Exhibits sound judgment, obtains the facts, examines options, gains support, and achieves positive outcomes.
* Actively participates in the training and development of new team members, including direct side-by-side training.
* Maintains all documentation and records in accordance with federal and state regulations.
**PHYSICAL AND SENSORY REQUIREMENTS:**
Sitting for up to 8 hours per day, 3 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 15 lbs 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.
**EDUCATION:**
High School diploma or equivalent. Must be able to speak, read and write English.
**TRAINING AND EXPERIENCE:**
A minimum of one (1) year experience with third party billing in a physician's office/hospital is preferred. Direct experience is required in:
* PC
* Other office equipment
* Typing
* Clerical experience
Demonstrates excellent customer service and communication skills, both written and Verbal. Applicant must display the following skills/traits:
* Diplomacy, tact, a positive approach and the willingness to evaluate several sides of an issue
* Organizational skills and confidentiality are a must
* Works well with minimal supervision
* Problem solves
* Analytical ability
* Highly motivated
* Professional
*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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Founded 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.