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Penn Medicine, University of Pennsylvania Health System · 1 month ago

ED Customer Service Specialist (Part Time/Day Shift)

Lancaster, PA

Part-time

Onsite

Entry Level

1+ years exp

Penn Medicine is a leading academic medical center dedicated to providing high-quality patient care, innovative research, and education. The ED Customer Service Specialist plays a crucial role in patient registration, insurance verification, and visitor management within the Emergency Department, ensuring a positive patient experience during high-stress situations.

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Responsibilities

Provides complete and accurate patient identification, arrival, registration, insurance verification and visitor management within the Emergency Department

Work collaboratively and communicate effectively with members of the interdisciplinary team within the Emergency Department to provide excellent patient experience and facilitate care

Performs accurate patient arrival via walk in, EMS or law enforcement. This includes active verification of identity during arm banding process

Screening, logging and badging of patient visitors in Visitor Management system in accordance with the visitor management policies

Manage patient paging system process to inform patients and visitors of next steps in care

Performs complete and accurate bedside patient registration including all areas of the ED Fast Care, Main, Behavioral Health including verification of demographics, emergency contacts, guarantor information and other hospital account information which may also include insurance coverage

Bedside registration of trauma patients in the Trauma Bay which includes active verification of patient identification with patients and or families. This may include collaboration with clinical staff, law enforcement, EMS, etc. in a high stress fast-paced environment

Demonstrates ability to successfully adapt and perform during times of high volumes and or high patient acuity. Demonstrates skills to serve both stable and critical patients while remaining professional

Engage in assisting patients and or visitors in waiting room management tasks including transfer in out of cars, making phone calls, providing comfort measures, informing of delays wait times and rooming process

Facilitate all Emergency Department phone calls at front desk and assist or transfer call as necessary. Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls

Effectively manages general patient complaints concerns in a professional manner, escalating more complex issues to clinical staff, or registration leadership as needed

Understands and supports Point of Service Collections. Performs all necessary functions needed to collect patient obligations

Refers patient to appropriate person for questions regarding; collections, insurance coverages, and financial assistance

Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses

Scans legal ID and insurance cards into appropriate medical record

Completes documentation for compliance and regulatory needs including obtaining signatures on required documents. Retains knowledge and abides by all regulatory requirements such as EMTALA pertaining to duties of position and overall operations as applicable

Completes assigned registration work queues according to performance standards

Ability to resolve work queue issues and missing registration items via electronic medical record

Other duties as assigned

Qualification

Patient registrationInsurance verificationCustomer serviceElectronic Medical RecordPoint of Service CollectionsClerical skillsCommunication skillsTeam collaboration

Required

High School Diploma or equivalent GED

One 1 year of clerical, customer service, or administrative support experience in a highly customer-oriented organization

One 1 year experience with basic keyboarding, personal computer use, and other office setting equipment

Preferred

One 1 year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines

Previous Epic or equivalent Electronic Medical Record experience

Benefits

One of the finest prepaid tuition assistance programs in the region.

Company

Penn Medicine, University of Pennsylvania Health System

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Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.

Founded in 1765

Philadelphia, Pennsylvania, USA

10001+ employees