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CUSTOMER SERVICE REP - PATIENT ACCESS job

St. Luke's Health SystemChesterfield, MO
St. Luke's Health System jobs

Company

Skills

Company Description

St. Luke’s is a not-for-profit regional healthcare system serving Idaho and eastern Oregon. The organization comprises 7 hospitals and more than 160 outpatient centers and clinics. It offers employment in the following categories: Physicians/Advanced Practice Providers, RN/Nursing Support, and Professional/Service/Allied Health. Residency programs and student opportunities are also available. St. Luke’s is committed to personal and professional growth, as well as excellent patient care. It offers continuous education opportunities and a positive work environment. As an employee, you enjoy comprehensive benefits geared towards a healthy work-life balance.

Job Description

Processes patient accounts in accordance with the departmental and institutional policies and procedures.  Obtains/reviews accurate demographic and insurance information and corrects information as needed.  Processes accounts for accurate registration and payment. Obtains patients signatures and explains hospital financial documents to patients. ie:  Authorization for Treatment/Terms of Treatment Agreement form, Advance Beneficiary  Notice (ABN), Release of Medical Information, HIPAA Release of Information, etc. and scans them in to the STAR system via HBF and/or ILE. Collects copayments, estimated co-insurance and deductibles. Completes the Medicare Secondary Payer (MSP) questionnaire. Documents actions taken, answers inquiries involving individual accounts and researches problem accounts to assure payment. Maintains knowledge of financial computer system. Performs duties and responsibilities in a manner consistent with our mission and values.    Assures integrity of critical system data elements. Completes assignments in the prescribed time periods with efficiency and attention to detail. Obtains demographic and insurance information in order to create a new patient account and/or correct incomplete/missing information on an existing patient account. Answers patient and/or third party inquiries into the status of account, coverage and insurance questions. Enters orders for tests/procedures in STAR as documented on the physician’s order and/or department schedule. Collects co-payments, estimated co-insurance/deductibles and balances from previous accounts. Screens for financial assistance and discusses payment options with patients. Accommodates requests from patients and physicians to the extent possible. Uses and demonstrates understanding of the patient accounting computer system, including system reports  and security procedures.  Adheres to Patient Financial Services/Patient Access and St. Luke’s Hospital’s policies, hospital/physician billing practices, third-party  requirements and HIPAA regulations.  Teaches new employees and other staff members procedures. Maintains good rapport with patients, physicians, third-party payors and other department representatives. Works efficiently with other staff members to accomplish work and department projects. May describe procedures to auditors or others from outside the department.

 

May review or initiate procedures and recommend changes. 60%  

Interacts by telephone and/or in person with patients other departments, physician offices and reviewing agencies. Accurately and efficiently creates/processes the account including transaction records and other functions. Stays abreast of contract, regulation, procedure, and other changes affecting the department.  30%  

Provides information and assistance to physicians regarding registration/billing procedures. Reports unusual accounts, account problems, and workflow issues promptly to the Manager. 5%  

Performs other duties as assigned.   5%  

Total  100%

 

CSR II – will meet all the above accountabilities in addition to the CSRII qualifications as documented on the PFS Career Path Ladder (see attached).  Employee will need to score 100% on each section of the test.  If the employee does not score 100% in a particular section, the employee will be able to retest that section of the test after 60 days


High school diploma or equivalent required


35 WPM accurate typing skills. Proficiency with 10-key calculator and/or data entry skills required. One year related work experience preferred. Effective oral and written communication skills required. Computer experience preferred. Must be capable of maintaining a high degree of productivity with attention to detail and accuracy and ability to understand third-party requirements/regulations for effective job performance. Must be capable of accurately determining patient insurance information, data entry, and processing to meet the Hospital's financial objectives. Must be able to interact effectively with staff and patients and demonstrate positive customer relations while maintaining patient confidentiality.


Employee is required to sit continuously and walk occasionally. Employee must lift/carry a light (1-20 lbs.) load frequently. Employee is frequently required to bend, squat, crawl, kneel, climb, lift waist to overhead. Employee is occasionally required to reach forward and reach overhead. For repetitive action, employee is required to use both hands for simple grasping and pushing/pulling. Employee is occasionally exposed to electrical hazards and CRT terminal work continuously.
 
(Occasionally: 1-33%, Frequently: 34-66%, Continuously: 67-100%)
 
The most significant of duties are included but this does not exclude occasional work assignments not mentioned or developmental duties.  
 
Job Relationships:      
           
            Takes directions from:   Manager – Patient Financial Services
                                                  Associate Director – Patient Financial Services
                                                  Director – Patient Financial Services      

 


MISSION

Faithful to our Episcopal-Presbyterian heritage and its ministry of healing, St. Luke’s is dedicated to improving the health of the communities we serve.

Using talents and resources responsibly, we provide high quality, safe care with compassion, professional excellence and respect for each other and those we serve.

 

VISION

As an independent healthcare network, we create healthy communities in the region through our commitment to high quality, safe and personalized services.

 

CORE VALUES

Human Dignity

We accept and treat all persons as being created in the image of God.

 

Compassion

We respond with caring to the needs of others as if they were members of our family.

 

Justice

We honor each person’s rights and responsibilities in light of the common good.

 

Excellence

We set and strive to attain high standards of performance and continuous improvement.

 

Stewardship

We use our talents and resources wisely, with honesty and integrity.

 

FACES - Friendly - Available - Caring - Efficient - Safe Communication Standards: Promotes and provides courteous and effective communication with internal and external customers.

TASKS

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • SpeakingTalking to others to convey information effectively.
  • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

KNOWLEDGE

  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

St. Luke's Health System

Type

Nonprofit

Size

Large

Revenue

$1B to 2B

Location

Multiple locations

Industry

Healthcare

Founded

1902

Job Filters

Registered Nurse - Meridian Emergency DepartmentSt. Luke's Health SystemMeridian, ID
Overview St. Luke's Health System in Meridian is seeking an experienced RN to join our Emergency Department team. Unit/Position Summary Meridian's Emergency Department is a 34 bed unit with a RN/Patient ratio of 1:4/5. As our Meridian location is the...Read more
Registered Nurse - Skilled Nursing, Mountain Home Part TimeSt. Luke's Health SystemMountain Home, ID
Overview St. Luke's Health System in Mountain Home is seeking a Part Time RN to join our Skilled Nursing team. The Skilled Nursing facility serves adults whose health concerns prevent them from living independently. The care includes short-term, long-term...Read more
Registered Nurse - Pediatric NephrologySt. Luke's Health SystemBoise, ID
Overview St. Luke's Health System in Boise is seeking a Full Time RN to join our Pediatric Nephrology team at the Children's Pavilion. The team at St. Luke's Children Nephrology specializes in pediatric and adolescent dieases and conditions of the kidneys...Read more
Overview St. Luke's Health System in Boise is seeking a RN to join our Operating Room Surgical Services Team Unit Summary The Boise Operating room serves all specialties outside CVOR and L&D. We are the largest OR in the system and support the highest...Read more
Registered Nurse - Emergency Department - BoiseSt. Luke's Health SystemBoise, ID
Overview St. Luke's Health System in Boise is seeking a RN to join our Emergency Department team. Unit/Position SummaryBoise's Emergency Department is a 27 bed unit which includes 5 Chest Pain beds with a RN/Patient ratio of 1:4-6. Patient population...Read more

Closed Job Filters

Exercise PhysiologistSt. Luke's Health SystemNewburgh, NY
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Description Performs the primary functions of a Registered Professional Nurse in assessing, planning, implementing, educating and evaluating a designated group of patients, in accordance with allRead more
Description Performs the daily, routine cleaning duties in a designated area according to the performance standards set. Performs duties and responsibilities in a manner consistent with our missionRead more
RN URGENT CARE CENTER KIRKWOOD PART TIMESt. Luke's Health SystemSt. Louis, MO
Description Performs and oversees a variety of direct and/or indirect nursing duties to provide for safe and appropriate patient care in the Urgent Care Center (UCC) setting. Performs all duties andRead more
Master Data ManagerSt. Luke's Health SystemBoise, ID
**Overview** Do you like having a positive impact on the health of your friends, family, neighbors and community? We're the region's leading health system, locally owned and not-for-profit. We are oneRead more
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