Customer Service Advocate- Billing

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

3d•Hybrid

About The Position

The Customer Service Advocate handles incoming telephone calls, email, and written correspondence to the Single Business Office (SBO) about hospital and physician billing questions or concerns involving self-pay balances. The role provides patients with information about reimbursement assessment issues, researches and follows up on concerns, and coordinates with other departments when needed. The home location is St. Luke's Center in Allentown, Pennsylvania. After six months of on-site training, remote or hybrid remote work may be available at the manager's discretion for candidates in Pennsylvania and New Jersey. This is a full-time, day-shift position scheduled for 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 position requires a high school diploma or equivalent and the ability to speak, read, and write English. One year of third-party billing experience in a physician's office or hospital is preferred; prior clerical, personal computer, office equipment, and typing experience is also noted.

Requirements

High school diploma or equivalent.
Ability to speak, read, and write English.
Prior clerical experience and experience with personal computers, other office equipment, and typing.
Ability to perform the described physical and sensory demands, including prolonged sitting, repetitive data entry and typing, occasional handling of files up to 15 pounds, and frequent stooping, bending, or reaching above shoulder level.

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 issues or follow up to address them, obtaining information from multiple departments as needed, and respond to callers later when necessary.
Use knowledge of vendor and technology systems to resolve customer concerns efficiently and promote the patient experience.
Update or correct patient information in the SBO system, or communicate necessary changes to appropriate staff members and departments.
Coordinate with other departments to resolve issues beyond routine questions or concerns.
Maintain an understanding of patient accounting billing for hospital and physician services, third-party payment methodologies, and resulting out-of-pocket balances so patient concerns are fully answered.
Maintain an 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.
Use sound judgment by obtaining facts, examining options, gaining support, and achieving positive outcomes.