Customer Service Advocate- Billing

St. Luke's University Health Network•Allentown, PA

3d•Hybrid

About The Position

The Customer Service Advocate is responsible for handling incoming telephone calls, e-mail, and written correspondence to the Single Business Office (SBO) regarding billing questions and/or concerns for hospital and physician billing self-pay balances.

Requirements

High School diploma or equivalent.
Must be able to speak, read and write English.
A minimum of one year experience with third party billing in a physician's office/hospital is preferred.
Prior clerical and PC, other office equipment and typing experience.

Responsibilities

Answers SBO telephone lines in a timely fashion, and provides callers with a pleasant, courteous and professional reception.
Informs and educates patients regarding issues identified at the time of reimbursement assessment.
Performs research or follow-up to address issues, and if necessary, responds back to the caller at a later time. Research may typically require obtaining information from multiple departments.
Leverages knowledge of vendor and technology systems that promote the patient experience to resolve customer concerns more efficiently.
Updates and/or corrects patient information in the SBO system and/or communicates to appropriate staff members and departments.
Gives extended customer service by coordinating with other departments to resolve issues beyond the scope of the routine questions and/or issues.
Maintains excellent understanding of patient accounting billing for hospital and physician services, third party payment methodologies and resulting of out-of-pocket balances to ensure patient concerns or questions are fully answered.
Maintains thorough understanding of hospital and physician discount and financial assistance policies (both internal and external) to address patient’s inability to pay outstanding balances.
Follows through on commitments and achieves desired results.
Exhibits sound judgment, obtains the facts, examines options, gains support, and achieves positive outcomes.