Customer Service Representative-Patient Access
St. Luke's Hospital - Missouri - Chesterfield, MO

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Summary: Processes patient accounts in accordance with the departmental and institutional policies and procedures. Reviews and insures the validity of incoming data, corrects information as needed, and processes the account for payment.

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.

Principal Accountabilities: % Of Time Spent
1. Assures integrity of critical system data elements. Completes assignment in the prescribed time periods with efficiency and attention to detail.Answers patient and/or third-party inquiries into the status of account,coverage/insurance questions, and/or institution or department policies or procedures. 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 and St. Luke's Hospital’s policies, hospital/physician billing practices, and 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 departmental projects. May describe procedure to auditors or others from outside the department. May review or initiate procedures and recommend changes. (60%)
2. Interacts by telephone with other departments, physician offices, and reviewing agencies. Accurately and efficiently processes the account including transaction records and other functions. Stays abreast of contract, regulation, procedure, and other changes affecting the department. (30%)
3. Provides information and assistance to physicians regarding billing procedures. Reports unusual accounts, account problems, and workflow issues promptly to the Manager. (5%)
4.Performs other duties as assigned. (5%)

Required Experience:
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.

Required Education:
High school diploma or equivalent required

Compensation:
Working Conditions:
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

Additional Comments:
Mission: Faithful to our Episcopal-Presbyterian heritage and its ministry of healing, St. Luke’s Hospital is dedicated to improving the health of the community. Using talents and resources responsibly, our medical staff, employees and volunteers provide care for the whole person with compassion, professional excellence, and respect for each other and those we serve.

Core Values: Human Dignity, Compassion, Justice, Excellence, and Stewardship.

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.

St. Luke's Hospital - Missouri - 17 months ago - save job - block
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About this company
At St. Luke's, each and every day, we put into practice our values: Human Dignity We accept and treat all persons as being created in...