JOB DUTIES AND RESPONSIBILITIES

Actively participates in maintaining and/or improving quality improvement initiatives.

Takes active role in facilitation of team approach to functions within the department: Attends departmental meetings. Actively participates as a team member in resolution of problems as they are identified. Analyzes current procedures, bringing suggestions for improvement to the attention of team members and supervisors for consideration.

Phones:

Field incoming calls and respond appropriately according to network protocols. Determines and prioritizes the nature of the incoming call Responds to patient communications and routes complete and accurate messages to the appropriate individual Ensures patient satisfaction at the end of each call Office schedules: Maintains patient and physician office schedules Schedules patient appointments according to the guidelines of the practice Ensures patient access to requested provider, when available

Registration:

Greets patients in a polite, prompt, engaging manner Registers patients according to the guidelines of the practice Verifies patient demographics and insurance information at each visit. Captures any barriers - i.e. language, vision, hearing etc. and responds accordingly. Maintains a consistent patient flow, and advises patients of delays in schedule Assist patients with the \"welcome tablet\" at check-in Educate patients on MyChart and assist with sign-up at check-in Ensure all information is correct during insurance verification process (RTE) Verify all patient consents are current (ie: HIPPA, Financial Liability) Exercises good judgment and communication skills; demonstrates an awareness of emergency situations and responds appropriately. Monitors and maintains patient reception area, cleanliness and noise level. Possesses basic knowledge of medical terminology and coding. Corrects charge review errors. Handle registration/billing edits, practice registration errors and missing registration items in work ques daily. Is familiar with basic medical insurance concepts (i.e.: deductibles, co-insurance, fee-for-service, managed care) Verifies and explains charges to the patient. Collects any amounts due at time of service. Provides patient education as it relates to insurance and balances owed. Responsible to close out and balance cash drawer. Sends daily faxes to Central Scanning Team using the correct fax sheet. Scans and indexes, as needed. Backlog not to exceed 72 hours. Maintains referral work queue and update notes in order to communicate with other departments. Reviews in-basket clerical pool messages and complete necessary information to clear the message. Processes requests for medical records according to practice, State and HIPAA guidelines. Follows opening and closing procedures as required.

PHYSICAL AND SENSORY REQUIREMENTS

Requires sitting, standing and walking for extended periods of time (up to 8 hours at time). Requires continual use of fingers for patient care, writing and computer entry. Routinely uses upper extremities; occasional requirement to lift up to 25 pounds. Occasionally push cart with supplies up to 30 pounds. Occasionally push wheelchair with patient weighing up to 325 pounds. Regularly requires ability to stoop, bend and reach above shoulder level. Requires ability to hear normal conversation and good general, near and peripheral vision.

EDUCATION

High School graduate or equivalent. Preference given to graduates of accredited medical assistant/administrative training programs.

TRAINING AND EXPERIENCE

One year office experience in a similar healthcare setting or graduate of accredited medical assistant/administrative training program is preferred. Customer Service experience is strongly 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. Founded in 1872, St. Luke's University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network's service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke's hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke's Children's Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare's five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World's Best Hospital. The Network's flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING

HOSPITAL IN THE COUNTRY.

In 2021, St. Luke's was identified as one of the 15 Top Health Systems nationally. St. Luke's is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St. Luke's has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St. Luke's was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St. Luke's was named a Top Workplace in New Jersey for the third year in a row. 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