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Penn Medicine Lancaster General Health · 1 day ago

Customer Service Specialist- The Heart Group (Full Time/Day Shift)

Lancaster, PA

Full-time

Onsite

Entry Level

1+ years exp

Penn Medicine is dedicated to providing high-quality patient care, conducting innovative research, and educating future leaders in medicine. The Customer Service Specialist role involves patient scheduling, registration, insurance verification, and coordination of various services, ensuring effective communication and support during high volumes or with complex cases.

AssociationDiabetesHealth DiagnosticsHome Health CareHospitalMedicalNon ProfitOutpatient CareRehabilitationTherapeutics

Responsibilities

Performs complete and accurate patient registration including but not limited to: walk in, check-in, and or scheduled

Demonstrates ability to successfully adapt and perform during times of high volumes and or high patient acuity. Demonstrates skill to service both hospital and physician office patients, as assigned

Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services. Effectively manages general patient complaints concerns in a professional manner, escalating more complex issues to supervisor manager 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

Disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, etc

Verifies patient, guarantor, coverage and hospital account information. Performs required referral authorization processes and enters orders for applicable tests

Understands insurance company coverage and referral authorization requirements of payors. Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses

Prepares and or releases records or orders in the e-Health record. Scans all necessary documents into appropriate medical record. Understands the importance of patient’s medical information that is documented on paper. Sends all pertinent information to document imaging or heath information management team with in the established time frames

Completes documentation for compliance and regulatory needs and or release of orders. Retains knowledge and abides by all regulatory requirements pertaining to duties of position and overall operations as applicable

Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls

Demonstrates ability to register unscheduled patients requiring a full financial clearance

Completes assigned patient scheduling and registration work queues according to performance standards

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

For LGHP, this role may necessitate occasional regional travel

For Regional Positions:

Travels regularly to various sites within the region to support operational needs as listed above

Assists at new practices and sites by mentoring and leading other team members during the initial onboarding period

Special projects as assigned

Nasal swabbing and general specimen collection may be required in select departments

Other duties as assigned

Qualification

Patient registrationInsurance verificationElectronic Medical RecordPoint of Service CollectionsRevenue Cycle experienceCustomer serviceInterpersonal relationsCommunication skillsProblem solving

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

For Regional Positions only - Valid driver's license is required

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

One 1 year prior experience of Revenue Cycle in a Hospital Medical Office Setting

Previous Epic or equivalent Electronic Medical Record experience

Ability to attend to a specific stimulus without being distracted by extraneous environmental stimuli

Ability to rely on verbal memory and new learning

Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations

Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure

Ability to exchange information with others clearly and concisely

Ability to maintain relationships that facilitate task accomplishment

Benefits

Comprehensive compensation and benefits program

One of the finest prepaid tuition assistance programs in the region

Company

Penn Medicine Lancaster General Health

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Penn Medicine Lancaster General Health, a member of the University of Pennsylvania Health System (Penn Medicine), is a more than 800-licensed bed, not-for-profit health system with a comprehensive network of care encompassing Lancaster General Hospital (LGH), Women & Babies Hospital, Lancaster Behavioral Health Hospital (in partnership with Universal Health Services), and the Lancaster Rehabilitation Hospital (in partnership with Kindred Healthcare).

Founded in 1893

Lancaster, Pennsylvania, USA

5001-10000 employees