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Customer Care Representative I

2 months ago

Lancaster, Pennsylvania, United States Lancaster General Full time
Overview

Position Summary: The Customer Care Representative I plays a crucial role in ensuring efficient scheduling, patient registration, insurance verification, and coordination of essential medical services. This role is dedicated to addressing both the expressed and unexpressed needs of patients, providing support and guidance while fostering meaningful connections.

WORK SCHEDULE: 32 hours per week, Monday to Friday during daytime hours, with occasional Saturday shifts from 8:00 AM to 12:00 PM. Initial training spans 4 weeks, Monday through Friday from 9:00 AM to 5:30 PM. Remote work may be an option after 6 months, contingent upon meeting departmental objectives.

KEY RESPONSIBILITIES: Candidates must possess the capability (with or without reasonable accommodation) to perform the following tasks:
  • The Customer Care Representative I is fully trained in one of the two operational phases (I or III) detailed below.
  • PHASE I
    • Coordinate appointments for laboratory tests, imaging services, and other diagnostic procedures.
    • Accurately input ancillary orders, requiring comprehension of medical terminology provided by healthcare professionals.
    • Identify and gather essential information for order entry, including the referring provider and diagnosis codes.
    • Efficiently collect and enter patient insurance details into the electronic system.
    • Ascertain if an appointment necessitates an insurance referral or authorization and update the system accordingly.
    • Interpret electronic verification responses from insurance providers and adjust the system based on these responses.
  • PHASE III
    • Handle incoming calls for Family Medicine and Specialty Medicine practices, which may involve scheduling, creating patient encounters, and transferring calls to appropriate personnel.
    • Schedule appointments in accordance with internal guidelines to ensure compliance with established protocols.
    • Follow approved escalation procedures by asking patients additional questions to determine the safest course of action (e.g., scheduling an appointment, transferring to a nurse, or emergency services).
    • Compose and send telephone and triage encounters to physician offices using professional language to accurately convey patient messages.
    • Collaborate with clinical and administrative staff to address patient needs promptly.
    • Verify patient insurance coverage and participation.
ADDITIONAL RESPONSIBILITIES: The following tasks are considered secondary to the primary responsibilities listed above:
  • Deliver exceptional customer service by recognizing and addressing patient needs through effective interpersonal communication.
  • Exhibit adaptability to frequent changes in procedures, protocols, and workflows.
  • Document patient interactions clearly and accurately to provide essential information to clinical staff.
  • Complete additional duties and special projects as assigned by management.
QUALIFICATIONS:

MINIMUM REQUIRED:
  • High school diploma or equivalent (GED).
  • One (1) year of experience in clerical, customer service, or administrative support within a customer-focused environment.
  • One (1) year of experience with computer systems, keyboarding, and office equipment.
PREFERRED:
  • Three (3) years of experience in clerical, customer service, or administrative support in a customer-oriented setting.
  • One (1) year of experience in medical office scheduling or registration.
  • One (1) year of experience with electronic medical records.
  • One (1) year of experience in revenue cycle management within a healthcare setting.
COGNITIVE ABILITIES:

Attention/Concentration: The role requires the ability to focus on multiple aspects of a situation simultaneously, as various tasks may demand attention concurrently.

Learning and Memory: The individual must quickly learn new tasks and retain information, as job requirements frequently evolve.

Problem Solving and Reasoning: The position involves addressing issues that require thoughtful reasoning and the ability to develop solutions based on past experiences.

APTITUDES: The role necessitates the ability to perform diverse duties, often shifting between tasks without losing efficiency.

WORK ENVIRONMENT:

Equipment: Computer, phone, copier, printer, fax, and office supplies.

Software: Proficiency in Microsoft Office and electronic medical record systems.

PHYSICAL DEMANDS:

Body Position/Movement:
  • Sitting: Continuously 71-100%
  • Standing: Rarely 0-10%
  • Walking: Rarely 0-10%
Lifting: Light physical exertion, requiring the ability to exert up to 10 pounds of force occasionally.

Sensory Abilities: Vision and hearing are essential for this role.

WORKING CONDITIONS:
  • Minimal exposure to hazardous conditions or materials.
Disclaimer: This job description is not exhaustive and may be subject to change. It reflects the primary job elements essential for recruitment and performance standards.

Benefits Overview:

PENN MEDICINE LANCASTER GENERAL HEALTH offers a comprehensive benefits package, including:
  • 100% Tuition Assistance at The Pennsylvania College of Health Sciences
  • Paid Time Off and Holidays
  • Shift, Weekend, and On-Call Differentials
  • Health, Dental, and Vision Insurance
  • Short-Term and Long-Term Disability
  • Retirement Savings Plan with Company Matching
  • Child Care Subsidies
  • Onsite Gym and Fitness Classes
Equal Opportunity Employer: PENN MEDICINE LANCASTER GENERAL HEALTH is committed to diversity and inclusion in the workplace.