Billing Customer Service Representative

2 weeks ago

Allentown, Pennsylvania, United States St. Luke's Hospital Full time


St. Luke's takes pride in the expertise, experience, and compassion of its workforce. Our employees are our greatest asset, committed to fulfilling our mission of excellence in caring for the sick and injured, educating healthcare professionals, and enhancing access to care in our communities, irrespective of a patient's financial situation.

The **Billing Customer Service Representative** plays a crucial role in managing incoming inquiries via phone, email, and written communication directed to the Single Business Office (SBO) concerning billing inquiries and concerns related to hospital and physician self-pay balances.

KEY RESPONSIBILITIES:

  • Responds to SBO phone lines promptly, ensuring a courteous and professional interaction with callers.
  • Educates patients on issues identified during reimbursement assessments.
  • Conducts research or follow-up to resolve issues, communicating back to the caller as necessary, often requiring collaboration with multiple departments.
  • Utilizes knowledge of vendor and technology systems to enhance the patient experience and efficiently address customer concerns.
  • Updates and corrects patient information in the SBO system and communicates necessary changes to relevant staff and departments.
  • Provides exceptional customer service by coordinating with other departments to resolve complex issues.
  • Maintains a comprehensive understanding of patient accounting for hospital and physician services, third-party payment processes, and out-of-pocket balances to ensure thorough responses to patient inquiries.
  • Possesses a solid understanding of hospital and physician discount and financial assistance policies to assist patients facing financial challenges.
  • Commits to follow-through on responsibilities and achieves desired outcomes.
  • Demonstrates sound judgment, gathers facts, evaluates options, secures support, and achieves favorable results.
  • Actively contributes to the training and development of new team members through direct mentorship.
  • Ensures all documentation and records comply with federal and state regulations.

PHYSICAL AND SENSORY REQUIREMENTS:

Ability to sit for extended periods, engage in continuous data entry, and occasionally lift files weighing up to 15 lbs. Must possess hearing capabilities for normal conversations and telephone communications, as well as visual acuity for reading reports and reviewing computer screens.

EDUCATION:

High School diploma or equivalent is required. Proficiency in speaking, reading, and writing English is essential.

TRAINING AND EXPERIENCE:

A minimum of one year of experience in third-party billing within a healthcare setting is preferred. Required skills include:

  • Proficiency in PC and office equipment
  • Typing and clerical experience

Demonstrates exceptional customer service and communication skills, both written and verbal. Ideal candidates will exhibit:

  • Diplomacy, tact, and a positive approach to problem-solving
  • Strong organizational skills and a commitment to confidentiality
  • Ability to work independently with minimal supervision
  • Analytical skills and a high level of motivation
  • Professional demeanor

Applicants are encouraged to complete their application using their full legal name and current home address, including a comprehensive employment history. Additionally, uploading a current resume detailing work history, education, and certifications is recommended. Thank you for considering a career with St. Luke's.

St. Luke's University Health Network is an Equal Opportunity Employer.

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