Customer Service Advocate- Billing

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

About The Position

The Customer Service Advocate handles incoming telephone calls, email, and written correspondence to the Single Business Office (SBO) concerning billing questions and concerns about hospital and physician self-pay balances. The role provides patient education and assistance, researches billing issues—often by obtaining information from multiple departments—and follows up with callers when needed. It also uses vendor and technology systems to resolve concerns, updates or corrects patient information, and coordinates with other departments on issues beyond routine questions. The advocate maintains knowledge of patient accounting for hospital and physician services, third-party payment methodologies, out-of-pocket balances, and discount and financial assistance policies. This is a full-time, day-shift position working 40 hours per week, Monday through Friday, from 8:00 a.m. to 4:30 p.m. There are no nights, holidays, or weekends. The home location is St. Luke's Center in Allentown, Pennsylvania. After six months of onsite training, remote or hybrid remote work may be available at the manager's discretion for candidates in Pennsylvania and New Jersey.

Requirements

High school diploma or equivalent.
Ability to speak, read, and write English.
Prior clerical experience and experience with PCs, other office equipment, and typing.

Nice To Haves

At least one year of third-party billing experience in a physician's office or hospital is preferred.

Responsibilities

Answer SBO telephone lines promptly and provide callers with a pleasant, courteous, and professional reception.
Inform and educate patients about issues identified during reimbursement assessment.
Research and follow up on billing issues, obtaining information from multiple departments as needed, and respond to callers later when necessary.
Use vendor and technology systems to improve the patient experience and resolve customer concerns efficiently.
Update or correct patient information in the SBO system or communicate updates to appropriate staff and departments.
Coordinate with other departments to resolve issues beyond routine questions or concerns.
Maintain knowledge of patient accounting for hospital and physician services, third-party payment methodologies, and resulting out-of-pocket balances so patient questions and concerns are fully answered.
Maintain understanding of hospital and physician discount and financial assistance policies to address patients' inability to pay outstanding balances.
Follow through on commitments and achieve desired results.
Exercise sound judgment by gathering facts, examining options, gaining support, and achieving positive outcomes.