Front Desk Coordinator, Float

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

1d•Onsite

About The Position

The Float Front Desk Coordinator is responsible for performing all functions of a Front Desk Coordinator throughout Physical Therapy at St. Luke’s. This role involves answering phone calls, completing patient registration, maintaining patient scheduling, completing insurance authorizations, and verifying patient benefits. The Front Desk Coordinator will work collaboratively with clinic-specific staff to ensure high-quality patient care.

Requirements

High School graduate or equivalent.
Two years’ customer service-related experience required, preferable in an outpatient medical setting.
Proficient MS Office experience required (Word, Excel).

Nice To Haves

Previous Rehabilitation experience preferred.

Responsibilities

Perform all duties of the Front Desk Coordinators throughout multiple departments and locations within Physical Therapy at St. Luke’s.
Greet and direct patients and visitors for the entire facility, providing friendly and courteous service.
Dispense appropriate information and answer questions regarding the facility and its services.
Answer the telephone with the appropriate scripted greeting in a timely manner, assist or direct the caller to the appropriate person or department.
Create and maintain insurance-specific tracking as per policies and procedures.
Access the proper Epic application and accurately enter information necessary to create a Hospital Account Record (HAR) and complete detailed demographic and specific clinical service information.
Accurately record in the hospital computer system clean and concise notes to track patient account activity and to communicate for downstream claim processing.
Maintain knowledge of current insurance regulations, trends, and network policies.
Contact insurance companies to verify patient benefits.
Verify all insurance/self-pay through online eligibility. When online eligibility is not available, contact insurance companies to verify benefits via phone or insurance website.
Accurately communicate patient insurance benefits, including deductible, copay, and co-insurance information.
Obtain PCP referrals and process pre-certifications/authorizations depending on the specific requirements of the patient's insurance plan.
Demonstrate efficiency, familiarity, and complete all required competencies within EPIC and other required hospital applications.
Schedule and confirm appointments, considering patient needs and utilizing clinic time efficiently.
Identify, collect, and record self-pay liability, copays, and/or deductibles when applicable prior to or at the time of registration.
Post credit card payments in Epic or Trust Commerce, collect cash, close the daily cash drawer, and prepare the deposit for transport.
Maintain and monitor clinic-specific Epic work queues.
Assist with coverage requests as needed.
Provide St. Luke’s Hospital with data and documents necessary to generate a clean registration/claim by conducting in-person or telephone conversations with patients prior to and after their visits are completed.
Process supports clean claim processing and patient satisfaction.
Immediately resolve minor patient/visitor issues and inform department leadership of any significant patient and visitor complaints.
Attend department required meetings as scheduled.
Maintain confidentiality of all materials handled within the Network/Entity as well as the proper release of information.
Comply with Network and departmental policies regarding issues of employee, patient, and environmental safety and follow appropriate reporting requirements.
Demonstrate/model the Network’s Service Excellence Standards of Performance in interactions with all customers (internal and external).
Demonstrate Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.
Demonstrate financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes, and practices.
Comply with Network and departmental policies regarding attendance and dress code.
Perform other related duties as assigned.