Penn Medicine Lancaster General Health
Customer Service Specialist- Leola Family Medicine (Full-Time/Day & Evening Shif
Penn Medicine Lancaster General Health, Leola, Pennsylvania, United States, 17540
Customer Service Specialist- Leola Family Medicine (Full-Time/Day & Evening Shift)
Penn Medicine is dedicated to a tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Hours: Full Time 40 hours per week – Day and evening shift hours; Saturday rotation 8:00am-12:00pm.
Position Summary Provides complete and accurate patient scheduling, registration, insurance verification, ordering of tests and coordination of applicable screening, diagnostic, physician office and outpatient hospital services. Capable of coordinating and communicating effectively during increased volumes or with complex patients.
Essential Functions
Complete and accurate patient registration for walk-ins, check-ins, and scheduled appointments.
Adapt and perform during high volume and high patient acuity, serving both hospital and physician office patients.
Support inbound and outbound calls to patients or guests, manage general patient complaints and concerns, escalating complex issues to supervisor or manager as needed.
Understand and support Point of Service Collections, performing necessary functions to collect patient obligations.
Refer patients to appropriate personnel regarding collections, insurance coverage and financial assistance.
Communicate co-pays, out-of-pocket expenses, pre-appointment preparation and arrival times to patients.
Verify patient, guarantor, coverage and hospital account information; perform referral/authorization processes and enter orders for applicable tests.
When required, perform electronic and manual verification of insurance coverage and accurately read and apply electronic insurance responses.
Prepare or release records or orders in electronic health record, scan necessary documents, and send pertinent information to imaging or health information management team within established time frames.
Complete documentation for compliance and regulatory needs, retain knowledge and abide by all regulatory requirements pertaining to duties and overall operations.
Screen and accurately relay messages using protocols for emergent, urgent and non-urgent calls.
Register unscheduled patients requiring full financial clearance.
Complete assigned patient scheduling and registration work queues according to performance standards.
Resolve work queue issues and missing registration items via electronic medical record.
Occasional regional travel may be required.
Minimum Required Qualifications
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 of experience with basic keyboarding, personal computer use, and other office setting equipment.
Valid driver’s license required for regional positions only.
Preferred Qualifications
One (1) year of registration experience, point of service collection, insurance validation, understanding of compliance/regulatory guidelines and order release process(es).
One (1) year prior experience of Revenue Cycle in a Hospital/Medical Office Setting.
Previous Epic or equivalent Electronic Medical Record experience.
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
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Hours: Full Time 40 hours per week – Day and evening shift hours; Saturday rotation 8:00am-12:00pm.
Position Summary Provides complete and accurate patient scheduling, registration, insurance verification, ordering of tests and coordination of applicable screening, diagnostic, physician office and outpatient hospital services. Capable of coordinating and communicating effectively during increased volumes or with complex patients.
Essential Functions
Complete and accurate patient registration for walk-ins, check-ins, and scheduled appointments.
Adapt and perform during high volume and high patient acuity, serving both hospital and physician office patients.
Support inbound and outbound calls to patients or guests, manage general patient complaints and concerns, escalating complex issues to supervisor or manager as needed.
Understand and support Point of Service Collections, performing necessary functions to collect patient obligations.
Refer patients to appropriate personnel regarding collections, insurance coverage and financial assistance.
Communicate co-pays, out-of-pocket expenses, pre-appointment preparation and arrival times to patients.
Verify patient, guarantor, coverage and hospital account information; perform referral/authorization processes and enter orders for applicable tests.
When required, perform electronic and manual verification of insurance coverage and accurately read and apply electronic insurance responses.
Prepare or release records or orders in electronic health record, scan necessary documents, and send pertinent information to imaging or health information management team within established time frames.
Complete documentation for compliance and regulatory needs, retain knowledge and abide by all regulatory requirements pertaining to duties and overall operations.
Screen and accurately relay messages using protocols for emergent, urgent and non-urgent calls.
Register unscheduled patients requiring full financial clearance.
Complete assigned patient scheduling and registration work queues according to performance standards.
Resolve work queue issues and missing registration items via electronic medical record.
Occasional regional travel may be required.
Minimum Required Qualifications
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 of experience with basic keyboarding, personal computer use, and other office setting equipment.
Valid driver’s license required for regional positions only.
Preferred Qualifications
One (1) year of registration experience, point of service collection, insurance validation, understanding of compliance/regulatory guidelines and order release process(es).
One (1) year prior experience of Revenue Cycle in a Hospital/Medical Office Setting.
Previous Epic or equivalent Electronic Medical Record experience.
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
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