Call Center Patient Service Representative
Company: St. Lukes Physician Group Inc
Location: Bethlehem
Posted on: June 24, 2022
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Job Description:
St. Luke's is proud of the skills, experience and compassion of
its employees. The employees of St. Luke's are our most valuable
asset! Individually and together, our employees are dedicated to
satisfying the mission of our organization which is an unwavering
commitment to excellence as we care for the sick and injured;
educate physicians, nurses and other health care providers; and
improve access to care in the communities we serve, regardless of a
patient's ability to pay for health care.The patient service
representative works on improving the quality of the patient
experience, is responsible for answering patient calls, scheduling
appointments, and assisting the patient with their current needs
over the phone. As an agent of customer service, the Patient
Service Representative models the organizations values (PCRAFT) in
the performance of duties as well as a commitment to ongoing
personal development.JOB DUTIES AND RESPONSIBILITIES:Answer
telephones within three rings, prioritize calls and coordinates
serviceGreets all patients with a warm and welcoming
toneDemonstrates effective communication using AIDET techniques on
every callVerify patient demographic information and accurately
enter same into computer system.Assist patients in understanding
account balancesBe familiar with policies of various insurance
companies.Handle calls, resolving patient issues independently and
in real time whenever possibleCreates a positive patient experience
at every encounter, attempting to resolve any issues or concerns of
the patient at the time of the phone call within the scope of the
roleProvides outstanding and compassionate care and service, every
step along the way, fostering teamworkTakes active role in
facilitation team approach to functions within the
department:Attends departmental meetings.Actively participates as a
team member in resolution of problems as they are
identified.Analyzes current procedures, bringing suggestions for
improvement to the attention of team members and supervisor for
consideration.Consistently meets productivity, schedule adherence
and quality standards as set by managementPartner with care
providers (doctor's offices) on behalf of the patient to assist
with appointment scheduling or connections with internal specialist
for assistance when needed.Updates and or communicates correct
patient information to appropriate staff, offices, and computer
systems. Works with manager for any scheduling or insurance
issues.PHYSICAL AND SENSORY REQUIREMENTS: Requires sitting for
extended periods of time (up to 8 hours at time). Requires
continual use of fingers, writing and computer entry. Requires
ability to hear normal conversation and good general near and
peripheral visionEDUCATION: High School Graduate or
equivalent.TRAINING AND EXPERIENCE: One year office experience in a
similar setting. Experience in call center or heavy customer
oriented environment and work in an office setting desired.Please
complete your application using your full legal name and current
home address. Be sure to include employment history for the past
seven (7) years, including your present employer. Additionally, you
are encouraged to upload a current resume, including all work
history, education, and/or certifications and licenses, if
applicable. It is highly recommended that you create a profile at
the conclusion of submitting your first application. Thank you for
your interest in St. Luke's!!St. Luke's University Health Network
is an Equal Opportunity Employer.
Keywords: St. Lukes Physician Group Inc, Bethlehem , Call Center Patient Service Representative, Sales , Bethlehem, Pennsylvania
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