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Customer Service Representative

2 months ago

Lititz, Pennsylvania, United States Penn Medicine Lancaster General Health Full time
Job Summary

Family Medicine Lititz has two locations in Lititz. At our Kissel Hill office, we offer evening and Saturday hours, including a Saturday rotation. Our team is dedicated to providing exceptional patient care and support.

Job Responsibilities
  • Provide complete and accurate patient scheduling, registration, and insurance verification.
  • Coordinate and communicate effectively during increased volumes or with complex patients.
  • Perform essential functions, including patient registration, adaptation to high volumes, and support for hospital and physician office patients.
  • Manage inbound and outbound calls to or from patients, guests, or appropriate parties to provide services.
  • Effectively manage general patient complaints/concerns in a professional manner, escalating more complex issues to supervisor/manager as needed.
  • Understand and support Point of Service Collections, performing all necessary functions to collect patient obligations.
  • Refer patients to appropriate personnel for questions regarding collections, insurance coverages, and financial assistance.
  • Disseminate or discuss information with patients regarding co-pays, out-of-pocket expenses, pre-appointment preparation, arrival times, etc.
  • Verify patient, guarantor, coverage, and hospital account information, performing required referral/authorization processes and entering orders for applicable tests.
  • Understand insurance company coverage and referral/authorization requirements of payors, performing electronic and manual verification of insurance coverage.
  • Prepare and/or release records or orders in the e-Health record, scanning all necessary documents into the appropriate medical record.
  • Complete documentation for compliance and regulatory needs and/or release of orders, retaining knowledge and abiding by all regulatory requirements.
  • Screen and accurately relay messages using protocols established for emergent, urgent, and non-urgent calls.
  • Demonstrate ability to register unscheduled patients requiring a full financial clearance.
  • Complete 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.
Requirements
  • 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.
Benefits
  • 100% Tuition Assistance at The Pennsylvania College of Health Sciences.
  • Paid Time Off and Paid Holidays.
  • Shift, Weekend, and On-Call Differentials.
  • Health, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability.
  • Retirement Savings Account with Company Matching.
  • Child Care Subsidies.
  • Onsite Gym and Fitness Classes.