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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 Billing and Collections Coordinator is responsible for the training and coordination of the activities of the customer service and pre-collections teams within Patient Revenue Services (PRS), which includes hospital and physician billing for self-pay balances. Responsible to ensure patient satisfaction while capturing optimal reimbursement and cash flow in accordance with Federal and state requirements and all third- party billing contracts. Responsible for assisting staff in the management of the accounts receivable while optimizing payments from third party payers and patients on their open balances.

JOB DUTIES AND RESPONSIBILITIES:

+ Provides guidance and/or assists Patient Billing Associates 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 SLUHN in a positive fashion.

+ Works with Patient Billing Associates ensuring they are proficient in addressing patient concerns.

+ Assists in handling more complex issues including receiving and making calls to patients/guarantors regarding their outstanding balances.

+ Manages and/or maintains the necessary systems/equipment needed to accomplish the job duties of staff within St. Luke’s Patient Revenue Services (PRS)

+ 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 walk through and floor observations of the teams. Monitors calls and conduct quality review of the Patient Billing Associates and provides feedback for quality improvements.

+ Hold consistent meetings and rounding with assigned team weekly to discuss updates/changes or provide the necessary training needed for continued improvement.

+ Works 1:1 with team to ensure all PRS procedures and processes are understood and being followed.

+ Handles or assists with training refreshers for assigned Patient Billing Associates once initially trained on the practice management software.

+ Handles any special projects delegated by Manager within the designated time frame.

+ Maintains excellent understanding of patient accounting billing for hospital and physician services, third party payment methodologies and resulting of out-of-pocket balances to ensure patient concerns or questions are fully answered.

+ Maintains thorough understanding of hospital and physician discount and financial assistance policies (both internal and external) to address patient’s inability to pay outstanding balances.

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting for up to eight hours per day, 3 hours at a time. Continuously fingering and handling for data entry, typing etc., and occasionally twisting and turning. Uses upper extremities for occasional lifting and carrying of up to 15 lbs. Frequently stoops, bends, or reaches above should level to retrieves files. Hearing as it relates to normal conversation and telephone. Seeing, as it relates to normal conversation and telephone. Seeing, as it relates to general vision. Visual monotony when reading reports and reviewing computer screens.

EDUCATION:

High School graduate required. Associate's Degree preferred.

TRAINING AND EXPERIENCE:

3-5 years of experience in physician or hospital business office required. 2-4 years of experience and thorough knowledge of revenue cycle process including Registration, Billing and AR follow-up and payment posting process for all major insurances required. Previous experience with personal computers and Microsoft Office suite of products preferred.

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. (http://www.slhn.org/EOE)