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.
As a Registered Nurse Patient Service Representative you'll compassionately deliver an exceptional experience to our patients, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a clinical resource. Both of these are opportunities for you to identify and exceed our patient expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you. The RN is responsible to use nursing judgment in answering/returning patient calls related to direct care provided by the office. This would include providing test results when appropriate, directing prescription refills to the appropriate provider, following a protocol established by the providers for the appropriate triage of medical questions/concerns from patients and/or families.
JOB DUTIES AND RESPONSIBILITIES:
- Greets all patients with a warm and welcoming tone
- Demonstrates effective communication using AIDET techniques on every call
- Verify patient demographic information and accurately enter same into computer system.
- Assist patients in understanding account balances
- Be familiar with policies of various insurance companies.
- Serves as a clinical resource for other team members or internal customers.
- Prioritize calls, responds to patient communications and routes complete and accurate messages to the appropriate individual.
- Ascertains patient's chief complains and describes same in chart accurately and succinctly. Records drug allergies and present medications, Assists with patient education re: diet, medications, etc.
- Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call
- Handles escalated calls, resolving more complex patient issues independently and in real time whenever possible
- Research complex clinical issues and work with support resources to resolve patient issues and/or partner with others to resolve escalated issues.
- Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated
- Intervene with care providers (doctor’s offices) on behalf of the patient to assist with appointment scheduling or connections with internal specialist for assistance when needed.
- Identify opportunity to develop nurse driven protocols in collaboration with providers
PHYSICAL AND SENSORY REQUIREMENTS:
Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision.
EDUCATION:
Graduate of an accredited nursing program. Maintain a valid/current PA nursing license. NJ may be required depending on the setting.
TRAINING AND EXPERIENCE:
Two years nursing experience preferred. Current CPR certification required.
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!!
