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Physical Therapy at St. Luke's · 1 month ago

Front Desk Coordinator- Physical Therapy, Multiple Locations (Full Time, Part Time, Per Diem)

Nazareth, PA

Full-time, Part-time

Onsite

Entry Level

2+ years exp

Physical Therapy at St. Luke's is a leading healthcare employer dedicated to providing excellent patient care. The Front Desk Coordinator role involves managing patient interactions, coordinating schedules, and ensuring accurate insurance processing across multiple locations.

Health CareHospitalRehabilitation

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

Qualification

Customer service experienceEpic application proficiencyInsurance verificationMS Office proficiencyCommunication skillsProblem-solving skillsTeam collaboration