HOURS:
Full Time, 40 hours/week
Mon-Fri, 8- 4:30
No nights or weekends
Bilingual required (English/Spanish)
The Patient Advocacy Coordinator is responsible for the training and coordination of the activities of the customer service and pre-collections teams within Star Community Financial Counseling (SCFC) which includes physician billing for self-pay balances.
JOB DUTIES AND RESPONSIBILITIES:
Provides guidance and/or assists Financial Counselors in communicating with patients via the Automatic Call Distribution system (ACD) including management of the call hold, idle and inactive time as reported on the monitoring dashboards
Coordinates the receipt of incoming calls from patients as well as outgoing calls in a timely and expeditious fashion, in attempt to optimize cash flow while representing Star Community Health in a positive fashion
Works with SCFC Associates ensuring they are proficient and knowledgeable about the Sliding Fee Discount and the NJ Uncompensated Care Programs
Takes the lead in the training and development of new team members. Also takes the lead in the ongoing development and training of entire staff as needed
Assists in handling more complex issues including receiving and making calls to patients/guarantors regarding their outstanding balances
Monitoring daily workflow including WQs and auditing applications for accuracy
Manages and/or maintains the necessary systems/equipment needed to accomplish the job duties of staff within SCFC
Organizing workflow ensuring team members understand their duties or delegated tasks
Monitoring employee productivity and providing consistent and timely feedback and coaching including random daily walkthroughs and floor observations of the teams
Monitors calls and conduct quality review of the SCFC Associates and provides feedback for quality improvements
PHYSICAL AND SENSORY REQUIREMENTS:
Sitting for up to 8 hours per day, 3 hours at a time. Continuously fingering and handling 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 1+ years’ experience Financial Assistance/Financial Counselor in a physician's office/hospital is preferred. Direct experience is required in: PC, other office equipment, typing and 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.
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!!
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.
