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 Referral Scheduling Specialist is a liaison between the providers and the patients. They are responsible for scheduling specialist and imaging appointments for Star Community Health patients. Collaborates with patients and specialty providers offices to get appointments in a timely manner. Obtains knowledge of patients’ barriers for attending an appointment and refers patient to the appropriate service for help. Responds to patient’s questions and needs by editing, canceling and rescheduling appointments according to department protocols. Completes insurance referrals or prior authorizations when necessary. Follow up with specialty offices and patient to ensure patient compliance with attending the appointment. Fluent with EMR to manage an active and fluid work queue of specialist referrals along with necessary documentation of closing the referral loop. Excellent verbal skills are required. Strong computer skills and attention to detail are required.

　　Accurately completes the referral scheduling process with patient via telephone or in-person

　　Updates and or communicates correct patient information to appropriate staff, hospital departments, and computer systems. Works with coordinator, supervisor and managers for any scheduling, or insurance issues

　　Will meet with patients/patient family in person as needed

　　Ongoing knowledge of scheduling and registration procedures

　　Works with and communicates to departments regarding patients

　　Appropriately refers patients Social Work/Care Management/ Financial Counselors

　　Monitors and maintains worklists as assigned, by handling in a timely fashion and according to priority

　　Capable of switching between skillsets and outbound, inbound calling functions

　　Respond to patient’s questions and needs by editing, canceling and rescheduling appointments according to department protocols

　　Project a professional network image through phone interaction (PCRAFT Values)

　　Excellent customer service skills with the ability to maintain effective working relationships with patients and staff.

　　High level of skill in entering data into computer while conversing with patients and physician offices.

　　Provides educational information to the patient regarding their testing.

　　Completes pre-authorizations and insurance referrals for referrals and orders

　　Acquire and submit all necessary clinical information to insurance company needed to obtain prior authorization in a timely fashion

　　Obtains knowledge of any barrier’s patient may have whether transportation, insurance, or work schedule and educates patients on available services.

　　Maintains up to date knowledge on insurance guidelines for prior authorizations and referrals.

　　OTHER FUNCTIONS:

　　Other related duties as assigned.PHYSICAL AND SENSORY REQUIREMENTS:

　　Sitting for one to two hours at a time, stand for two to three hours at a time, walk on all surfaces for up to five hours per day, and climb stairs. Must be capable of driving a car. Fingering and handling objects frequently. Occasionally firmly grasp, twist and turn objects with hands and fingers. May be required to lift, carry, push, and/or pull objects weighing up to 75 pounds. Occasionally stoops, bends, squats, kneels, and reaches above shoulder level. Must have the ability to hear as it relates to normal conversations and high and low frequencies and to see as it relates to general and peripheral vision. Must have the ability to touch as related to telephone and computer keyboard.

　　POTENTIAL ON-THE-JOB RISKS:

　　No identified risks

　　EDUCATION:

　　High School diploma or GED

　　TRAINING AND EXPERIENCE:

　　· Bilingual- Spanish preferred

　　· Previous Call Center Experience

　　· Medical Terminology

　　· Knowledge of computer systems and programs such as Microsoft Office

　　· Epic referral workflow experience preferred

　　Must possess ability to prioritize tasks. Must possess ability to organize workload. Must be flexible and able to adapt. Must be tactful and even-tempered with the ability to follow through on projects with minimal supervision, make independent decisions and use good judgment. Must have excellent organizational skills and productivity to maintain smooth workflow. Must maintain confidentiality of all correspondence, personnel, and operational issues.

　　WORK SCHEDULE: Day shift M-F

　　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)

　　Founded in 1872, St. Luke’s University Health Network (http://www.slhn.org/) (SLUHN) is a fully integrated, regional, non-profit network of more than 18,000 employees providing services at 14 campuses and 300+ outpatient sites. With annual net revenue of $2.7 billion, the Network’s service area includes 11 counties: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. Dedicated to advancing medical education, St. Luke’s is the preeminent teaching hospital in central-eastern Pennsylvania. In partnership with Temple University, St. Luke’s established the Lehigh Valley’s first and only regional medical school campus. It also operates the nation’s longest continuously operating School of Nursing, established in 1884, and 38 fully accredited graduate medical educational programs with 347 residents and fellows. St. Luke’s is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. St. Luke’s is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. U.S. News & World Report ranked St. Luke’s #1 in the Lehigh Valley and #6 in the state. Three of IBM Watson Health’s 100 Top Hospitals are St. Luke’s hospitals. St. Luke’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from IBM Watson Health nine times total and seven years in a row, including in 2021 when it was identified as THE #1 TEACHING HOSPITAL IN THE COUNTRY. In 2021, IBM Watson Health also named St. Luke’s among the 15 Top Health Systems nationally. Utilizing the Epic electronic medical record (EMR) system for both inpatient and outpatient services, the Network is a multi-year recipient of the Most Wired award recognizing the breadth of the SLUHN’s information technology applications such as telehealth, online scheduling and online pricing information. St. Luke’s is also recognized as one of the state’s lowest cost providers..

　　Learn More Here. (http://www.slhn.org/About)