Patient Advocacy Coordinator, Star Community Health (Bilingual Required)

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

2d•Onsite

About The Position

The Patient Advocacy Coordinator is responsible for the training and coordination of the activities of the customer service and pre-collections teams within Star Community Financial Counseling (SCFC), which includes physician billing for self-pay balances. This role involves guiding financial counselors, optimizing patient communication, ensuring staff proficiency in discount programs, leading training initiatives, handling complex patient issues, monitoring workflow and productivity, and conducting quality reviews.

Requirements

Bilingual required (English/Spanish)
High School diploma or equivalent.
Must be able to speak, read and write English.
Direct experience is required in: PC, other office equipment, typing and clerical experience.
Demonstrates excellent customer service and communication skills, both written and Verbal.
Applicant must display the following skills/traits: diplomacy, tact, a positive approach, and the willingness to evaluate several sides of an issue.
Organizational skills and confidentiality are a must.
Works well with minimal supervision.
Problem solves.
Analytical ability.

Nice To Haves

A Minimum of 1+ years’ experience Financial Assistance/Financial Counselor in a physician's office/hospital is preferred.

Responsibilities

Provides guidance and/or assists Financial Counselors in communicating with patients via the Automatic Call Distribution system (ACD) including management of the call hold, idle and inactive time as reported on the monitoring dashboards.
Coordinates the receipt of incoming calls from patients as well as outgoing calls in a timely and expeditious fashion, in attempt to optimize cash flow while representing Star Community Health in a positive fashion.
Works with SCFC Associates ensuring they are proficient and knowledgeable about the Sliding Fee Discount and the NJ Uncompensated Care Programs.
Takes the lead in the training and development of new team members. Also takes the lead in the ongoing development and training of entire staff as needed.
Assists in handling more complex issues including receiving and making calls to patients/guarantors regarding their outstanding balances.
Monitoring daily workflow including WQs and auditing applications for accuracy.
Manages and/or maintains the necessary systems/equipment needed to accomplish the job duties of staff within SCFC.
Organizing workflow ensuring team members understand their duties or delegated tasks.
Monitoring employee productivity and providing consistent and timely feedback and coaching including random daily walkthroughs and floor observations of the teams.
Monitors calls and conduct quality review of the SCFC Associates and provides feedback for quality improvements.