Front Desk Coordinator - Float

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 Float Front Desk Coordinator is the individual who will perform all functions of a Front Desk Coordinator throughout Physical Therapy at St. Luke’s. The job includes answering phone calls, completing patient registration, maintaining patient scheduling, completing insurance authorizations, and verifying patient benefits. The Front Desk Coordinator will work in collaboration with clinic specific staff to ensure high quality patient care.

JOB DUTIES AND RESPONSIBILITIES:

• Perform all duties of the Front Desk Coordinators throughout multiple departments and locations within Physical Therapy at St. Luke’s.

• Greets and directs patients and visitors for the entire facility to always provide friendly and courteous services.

• Dispense appropriate information and answers questions regarding the facility and its services.

• Answers the telephone with the appropriate scripted greeting, in a timely manner, assists or directs the caller to the appropriate person or department.

• Creates and maintains insurance specific tracking as per policies and procedures.

• Access the proper Epic application and accurately enters information necessary to create a Hospital Account Record (HAR) and complete detailed demographic and specific clinical service information. 

• Accurately record in hospital computer system clean and concise notes to track patient account activity and to communicate for downstream claim processing. 

• Maintain knowledge of current insurance regulations, trends and network policies. Responsible for contacting insurance companies to verify patient benefits.

• Verifies all insurance/self-pay through online eligibility.  When online eligibility is not available for the insurance, responsible for contacting insurance companies to verify benefits via phone or insurance website.

• Accurately communicates to patient insurance benefits including deductible, copay, and co-insurance information.

• Obtains PCP referrals and processes pre-certifications/ authorizations depending on the specific requirements of the patients’ insurance plan.

• Demonstrates efficiency, familiarity and completes all required competencies within EPIC and other required hospital applications responsible to completes functions of the position.

• Schedules and confirms appointments considering patient needs and utilizing the clinic time efficiently.

• Responsible for identifying, collecting, and recording self-pay liability, co pays and/or deductibles when applicable prior to or at time of registration. Posting credit card payments in Epic or Trust Commerce, collecting cash, closing the daily cash drawer, and preparing deposit for transport.

• Maintains and monitors clinic specific Epic work queues.

• Assists with coverage request as needed.

• Provide St. Luke’s Hospital with data and documents necessary to generate a clean registration/claim by conducting in-person or telephone conversations with patients prior to and after their visits are completed. Process supports clean claim processing and patient satisfaction.

• Responsible to immediately resolve minor patient/visitor issues and inform department leadership of any significant patient and visitor complaints.

• Attends department required meetings as scheduled.

• Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information. 

• Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.

• Demonstrates/models the Network’s Service Excellence Standards of Performance in interactions with all customers (internal and external). 

• Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.

• Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes, and practices.

• Complies with Network and departmental policies regarding attendance and dress code.

• Other related duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting up to eight hours per day, up to six hours at a time. Standing for up to eight hours per day, up to six hours at a time. Frequent fingering, handling, firm grasping. Frequent twisting and turning. Frequent lifting, carrying, and pulling objects up to 50 lbs. Frequent stooping, bending, crouching, and reaching above shoulder level. Seeing as it relates to normal and peripheral vision. Hearing as it relates to normal conversation and telephone use.

EDUCATION:

High School graduate or equivalent.

TRAINING AND EXPERIENCE:

Two years’ customer service-related experience required, preferable in an outpatient medical setting. Previous Rehabilitation experience preferred. Proficient MS Office experience required (Word, Excel). 

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.