Patient Service Representative SME

3 months ago

Allentown, United States St. Lukes Health Network Full time

***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.***

As a Subject Matter Expert, you'll compassionately deliver an exceptional experience to our patients, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our patient expectations by committing to and building strong relationships internally and externally. At the end, youll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you. The Subject Matter Expert is responsible for accurate and timely scheduling of patient appointments and verification of all insurance available at time of the call.**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.

* Serves as a resource or Subject Matter Expert (SME) for other team members or internal customers.

* Handles escalated calls, resolving more complex patient issues independently and in real time whenever possible

* Consistently meets productivity, schedule adherence and quality standards as set by management

* Research complex issues and work with support resources to resolve patient issues and/or partner with others to resolve escalated issues.

* Intervene with care providers (doctors offices) on behalf of the patient to assist with appointment scheduling or connections with internal specialist for assistance when needed.

* Provide agents with the tools they need to process scheduling requests quickly and efficiently.

* Monitor agent activity and report variances to Manager.

* Maintain good working relations with various network departments to ensure the scheduling process flows smoothly.

* Ensure data and call quality.

* Monitor agent calls and provide feedback.

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.

**(MINIMUM)**

**EDUCATION**: Business certificate or Associate Degree preferred.

**TRAINING AND EXPERIENCE:**

1 to 2 years of previous call center experience preferred. Computer and Electronic Medical Record system experience. Demonstrated mentorship and coaching skills required.

*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, St. Lukes University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 16,000 employees providing services at 12 hospitals and 300+ outpatient sites. With annual net revenue greater than $2 billion, the Networks service area includes 11 counties: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne 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 created 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- and four-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. Two of IBM Watson Healths 100 Top Hospitals are St. Lukes hospitals. St. Lukes University Hospital has earned the 100 Top Major Teaching Hospital designation from IBM Watson Health eight times total and six years in a row. St. Lukes has also been cited by IBM Watson Health as a 50 Top Cardiovascular Program. 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.

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