Patient Advocacy Coordinator, Star Community Health (Bilingual Required)

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. HOURS: Full Time, 40 hours/week Mon-Fri, 8- 4:30 No nights or weekends Bilingual required (English/Spanish) 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. JOB DUTIES AND 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 PHYSICAL AND SENSORY REQUIREMENTS: Sitting for up to 8 hours per day, 3 hours at a time. Continuously fingering and handling data entry, typing, etc., and occasional twisting and turning. Uses upper extremities for occasional lifting and carrying of up to 15 lbs. of files. Frequently stoops, bends, or reaches above shoulder level to retrieve files. Hearing as it relates to normal conversation and telephones. Seeing as it relates to general vision. Visual monotony when reading reports and reviewing computer screens. EDUCATION: High School diploma or equivalent. Must be able to speak, read and write English. TRAINING AND EXPERIENCE: A Minimum of 1+ years’ experience Financial Assistance/Financial Counselor in a physician's office/hospital is preferred. 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. 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.