Full Time Front Desk Coordinator, Float- Bethlehem/Allentown Area

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

About The Position

The Float Front Desk Coordinator performs Front Desk Coordinator functions across multiple departments and locations within Physical Therapy at St. Luke’s. The position supports patient care by answering calls, registering patients, managing appointment schedules, obtaining insurance authorizations, and verifying patient benefits, in collaboration with clinic staff. The role also provides courteous assistance to patients and visitors and helps ensure accurate registration and clean claim processing.

Requirements

High school graduate or equivalent.
Two years of customer service-related experience.
Proficient experience with Microsoft Office, including Word and Excel.

Nice To Haves

Customer service experience in an outpatient medical setting is preferred.
Previous rehabilitation experience is preferred.

Responsibilities

Perform Front Desk Coordinator duties across multiple Physical Therapy departments and locations.
Greet and direct patients and visitors and provide friendly, courteous service.
Provide information about the facility and its services and answer questions.
Answer calls promptly using the appropriate scripted greeting and assist callers or direct them to the appropriate person or department.
Create and maintain insurance-specific tracking in accordance with policies and procedures.
Use the appropriate Epic application to enter information for Hospital Account Records, demographics, and clinical services.
Record clear, accurate notes in the hospital computer system to track account activity and support downstream claim processing.
Maintain knowledge of current insurance regulations, trends, and network policies.
Verify patient insurance benefits through online eligibility tools, insurance websites, or phone calls as needed.
Communicate deductible, copay, and coinsurance information to patients.
Obtain PCP referrals and process precertifications and authorizations according to insurance plan requirements.
Complete required competencies and use EPIC and other required hospital applications efficiently.
Schedule and confirm appointments while considering patient needs and clinic efficiency.
Identify, collect, and record applicable self-pay liability, copays, and deductibles before or at registration.
Post credit card payments in Epic or Trust Commerce, collect cash, close the daily cash drawer, and prepare deposits for transport.
Maintain and monitor clinic-specific Epic work queues.
Assist with coverage requests as needed.
Obtain information and documents from patients before and after visits to support accurate registration, clean claims, and patient satisfaction.
Resolve minor patient or visitor issues promptly and inform department leadership of significant complaints.
Attend required department meetings.
Maintain confidentiality and follow proper information-release practices.
Follow Network and departmental policies for employee, patient, and environmental safety, including reporting requirements.
Model the Network’s Service Excellence Standards in interactions with internal and external customers.
Demonstrate performance improvement in clinical care and outcomes, customer service, operational processes, and safety, as appropriate.
Use resources effectively and efficiently and demonstrate financial accountability.
Comply with attendance and dress-code policies.
Perform other related duties as assigned.