Registered Nurse, Patient Service Representative

2 months ago

Bethlehem, United States St. Lukes Health Network Full time

Registered Nurse, Patient Service Representative page is loaded **Registered Nurse, Patient Service Representative**

**Registered Nurse, Patient Service Representative**

locationsBethlehem, PA - 1417 8th Avenue time typeFull time posted onPosted Today job requisition idR077124 ***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 Registered Nurse, Patient Service Representative 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 clinical resource. 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 RN is responsible to use nursing judgment in answering/returning patient calls related to direct care provided by the office. This would include providing test results when appropriate, directing prescription refills to the appropriate provider, following a protocol established by the providers for the appropriate triage of medical questions/concerns from patients and/or families.**JOB DUTIES AND RESPONSIBILITIES:**

* 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 clinical resource for other team members or internal customers.

* Prioritize calls, responds to patient communications and routes complete and accurate messages to the appropriate individual.

* Ascertains patient's chief complains and describes same in chart accurately and succinctly. Records drug allergies and present medications, Assists with patient education re: diet, medications, etc.

* 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

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

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

* Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated

* 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.

* Identify opportunity to develop nurse driven protocols in collaboration with providers

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:**

Graduate of an accredited nursing program. Maintain a valid/current PA nursing license. NJ may be required depending on the setting.

**TRAINING AND EXPERIENCE:**

Two years nursing experience preferred. Current CPR certification 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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