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Client Services Representative
2 months ago
At St. Luke's University Health Network, we take pride in the dedication, expertise, and empathy of our team members. Our employees are our greatest asset, committed to fulfilling our mission of providing exceptional care to those in need, educating healthcare professionals, and enhancing access to services for all individuals, regardless of their financial situation.
The Healthcare Access Coordinator plays a crucial role in facilitating the registration process for patients at St. Luke's. This position is designed to reflect the organization’s commitment to customer service excellence. The Coordinator will assist all clients by delivering precise information and directions while adhering to hospital protocols. Responsibilities include the accurate collection and entry of patient data into the hospital's computer systems, ensuring a smooth registration experience for each patient, and managing point-of-service payments and related orders.
KEY RESPONSIBILITIES:
- Welcome and guide patients and visitors throughout the facility, ensuring a friendly and professional atmosphere.
- Provide information and respond to inquiries regarding the hospital and its offerings.
- Effectively communicate with various departments to address customer needs.
- Answer phone calls promptly, assisting or directing callers to the appropriate personnel or department, and accurately document verbal requests.
- Utilize the Patient Management System and Patient Tracking Board to initiate the registration process efficiently.
- Complete the registration for any procedure or admission in accordance with departmental guidelines.
- Maintain clear and concise records in the hospital's computer system to track patient account activities and facilitate communication with care staff.
- Contact Primary Care Physicians or Financial Representatives to secure necessary insurance referrals and pre-certifications when required.
- Stay informed about current insurance regulations and policies, verifying benefits as needed.
- Confirm insurance/self-pay status through online eligibility checks, and if unavailable, contact insurance providers for verification.
- Identify and collect self-pay amounts, co-pays, or deductibles at the time of registration, including online credit card payments.
- Ensure accurate order entry for laboratory or radiology services.
- Maintain a thorough understanding of registration policies and procedures.
- Demonstrate proficiency with hospital systems, including Pathways, Lab, PHS scheduler, Epic, Patient Management System, Precision, Patient Tracking Board, Navinet, PIM, and Microsoft Word.
- Obtain and process physician credentials, including Medical License #, NPI#, and UPIN#, through appropriate channels.
- Manage the sign-in registry for vendors and clergy, providing necessary information as needed.
- Train Information Desk volunteers effectively.
- Assist other hospital departments and physician offices with materials related to registration processes.
- Gather essential demographic, financial, and medical record information from patients or facilities to facilitate billing processes.
- Promptly address minor issues and report significant patient or visitor complaints to management.
PHYSICAL AND SENSORY REQUIREMENTS:
Ability to sit for extended periods, with frequent use of hands for data entry. Occasional walking and the capability to assist with wheelchair transport. Must be able to lift or carry light weights and possess normal hearing and vision capabilities.
EDUCATION:
A high school diploma or equivalent is required.
TRAINING AND EXPERIENCE:
Strong customer service and interpersonal skills are essential, with experience in an office environment preferred. General computer proficiency with data entry is required, and a background in insurance is advantageous. Familiarity with medical terminology is also beneficial.
St. Luke's University Health Network is an Equal Opportunity Employer.
