Customer Service Representative

2 weeks ago


Lititz, Pennsylvania, United States Lancaster General Full time
Job Summary

We are seeking a highly skilled and detail-oriented Customer Service Specialist to join our team at Lancaster General Health. As a key member of our customer service team, you will be responsible for providing exceptional patient care and support, ensuring a positive experience for our patients and their families.

Key Responsibilities
  • Provide complete and accurate patient registration, including walk-in, check-in, and scheduled patients.
  • Support 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.
  • Verify patient, guarantor, coverage, and hospital account information, and perform required referral/authorization processes.
  • Understand and support Point of Service Collections, and perform all necessary functions needed to collect patient obligations.
  • Disseminate or discuss information with patients regarding co-pays, out-of-pocket expenses, pre-appointment preparation, arrival times, etc.
  • Prepare and/or release records or orders in the e-Health record, and scan all necessary documents into the appropriate medical record.
  • Complete documentation for compliance and regulatory needs, and retain knowledge and abide by all regulatory requirements pertaining to duties of position and overall operations.
  • Screen and accurately relay messages using protocols established for emergent, urgent, and non-urgent calls.
  • Ability to register unscheduled patients requiring a full financial clearance, and complete assigned patient scheduling and registration work queues according to performance standards.
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.
  • Valid driver's license required for Regional Positions.
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.
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.


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