Customer Service Advocate (Full Time, First Shift)

Employment Type

: Full-Time


: Customer Service/Call Center

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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.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. Resolves calls in a courteous and professional manner. Demonstrates strong teamwork skills by working multiple departments and systems. Responsible for assisting in the management of accounts receivable while ensuring the maximization of the insurance payment. Applies critical thought to respond to individual and unique patient account inquiries in order to satisfy business and customer needs. TJOB DUTIES & 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.* Demonstrates a positive, open-minded, can-do attitude. Represents a team perspective and willingness and enthusiasm to collaborate with others. Enthusiastically promotes a cooperative team environment to provide value to all customers. Listens and interacts tactfully, diplomatically and effectively without alienating others.* 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 patient's 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.* Meets performance standards for productivity and quality.* 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.* Performs related business office responsibilities as assigned. Maintains courteous and professional relations with other departments and/or employees.* Analyzes current procedures, bringing suggestions for improvement to the attention of team members and supervisor for consideration.* Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.* Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.* Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.* Demonstrates/models the Network's Service Excellence Standards of Performance in interactions with all customers (internal and external).* Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.* Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.* Complies with Network and departmental policies regarding attendance and dress code.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.
Associated topics: client, desktop, front desk, information technology analyst, patient, service, support, support analyst, support specialist, technology

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