Penn Medicine, University of Pennsylvania Health System
Customer Service Specialist- Leola Family Medicine (Full-Time/Day & Evening Shif
Penn Medicine, University of Pennsylvania Health System, Leola, Pennsylvania, United States, 17540
Customer Service Specialist - Leola Family Medicine (Full-Time/Day & Evening Shift)
Join Penn Medicine, University of Pennsylvania Health System. Penn Medicine is dedicated to the highest level of care, innovative research, and educating future leaders. Working for this leading academic medical center means collaboration across all disciplines.
Position Full Time, 40hrs/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
Performs complete and accurate patient registration including walk‑in, check‑in, and scheduled.
Adapts and performs well during high volumes and high patient acuity; serves both hospital and physician office patients.
Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services.
Manages general patient complaints/concerns professionally, escalating complex issues to supervisor/manager as needed.
Understands and supports Point of Service Collections and performs all necessary functions to collect patient obligations.
Refers patient to appropriate person for questions regarding collections, insurance coverages, and financial assistance.
Disseminates information to patients about copays, out‑of‑pocket expenses, pre‑appointment preparation, arrival times, etc.
Verifies patient, guarantor, coverage and hospital account information. Performs referral/authorization processes and enters orders for applicable tests.
Understands insurance company coverage and referral/authorization requirements of payors; performs electronic and manual verification.
Prepares and/or releases records or orders in the e‑Health record; scans necessary documents into appropriate medical record.
Completes documentation for compliance and regulatory needs and/or release of orders.
Screens and relays messages using established protocols for emergent, urgent, non‑urgent calls.
Registers unscheduled patients requiring full financial clearance.
Completes assigned patient scheduling and registration work queues according to performance standards.
Resolves work queue issues and missing registration items via electronic medical record.
Occasional regional travel may be required (for LGHP).
SECONDARY FUNCTIONS Other duties as assigned.
JOB REQUIREMENTS
Minimum Qualifications:
High School Diploma or GED; one year clerical/customer service/administrative experience in a highly customer‑oriented organization; one year experience with basic keyboarding, PC use and office equipment; valid driver’s license for regional positions.
Preferred Qualifications:
One year registration experience, point of service collection, insurance validation, understanding of compliance/regulatory guidelines and order release processes; one year prior revenue cycle experience in a hospital/medical office setting; prior Epic or equivalent electronic medical record experience.
Benefits Comprehensive compensation and benefits program, including a prepaid tuition assistance program. Employees are actively engaged and committed to the mission. Learn more at Penn Medicine.
Equal Opportunity Statement 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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Position Full Time, 40hrs/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
Performs complete and accurate patient registration including walk‑in, check‑in, and scheduled.
Adapts and performs well during high volumes and high patient acuity; serves both hospital and physician office patients.
Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services.
Manages general patient complaints/concerns professionally, escalating complex issues to supervisor/manager as needed.
Understands and supports Point of Service Collections and performs all necessary functions to collect patient obligations.
Refers patient to appropriate person for questions regarding collections, insurance coverages, and financial assistance.
Disseminates information to patients about copays, out‑of‑pocket expenses, pre‑appointment preparation, arrival times, etc.
Verifies patient, guarantor, coverage and hospital account information. Performs referral/authorization processes and enters orders for applicable tests.
Understands insurance company coverage and referral/authorization requirements of payors; performs electronic and manual verification.
Prepares and/or releases records or orders in the e‑Health record; scans necessary documents into appropriate medical record.
Completes documentation for compliance and regulatory needs and/or release of orders.
Screens and relays messages using established protocols for emergent, urgent, non‑urgent calls.
Registers unscheduled patients requiring full financial clearance.
Completes assigned patient scheduling and registration work queues according to performance standards.
Resolves work queue issues and missing registration items via electronic medical record.
Occasional regional travel may be required (for LGHP).
SECONDARY FUNCTIONS Other duties as assigned.
JOB REQUIREMENTS
Minimum Qualifications:
High School Diploma or GED; one year clerical/customer service/administrative experience in a highly customer‑oriented organization; one year experience with basic keyboarding, PC use and office equipment; valid driver’s license for regional positions.
Preferred Qualifications:
One year registration experience, point of service collection, insurance validation, understanding of compliance/regulatory guidelines and order release processes; one year prior revenue cycle experience in a hospital/medical office setting; prior Epic or equivalent electronic medical record experience.
Benefits Comprehensive compensation and benefits program, including a prepaid tuition assistance program. Employees are actively engaged and committed to the mission. Learn more at Penn Medicine.
Equal Opportunity Statement 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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