Healthcare Customer Service Representative

1 week ago

West Chester, Pennsylvania, United States Pennsylvania Medicine Full time

Penn Medicine is committed to our tripartite mission of delivering exceptional care to patients, engaging in groundbreaking research, and training future leaders in the medical field. Joining this prestigious academic medical center means collaborating with leading clinical, technical, and business professionals across various disciplines.

At Penn Medicine, every day is an opportunity for breakthroughs. Our team members contribute to healing, delivering positive news, and providing comfort and reassurance. Our employees play a vital role in shaping our future. Are you ready to contribute to this mission?

Position Overview:

  • The Healthcare Customer Service Representative (HCSR) plays a crucial role in ensuring a patient-centric approach within the practice/department, supporting the delivery of top-notch care, and demonstrating a commitment to patient and customer satisfaction. This role involves managing patient intake, registration, and scheduling processes. The HCSR is responsible for overseeing patient arrival and departure activities, handling patient inquiries, coordinating appointments, updating insurance and billing information, and performing various point-of-service tasks. The HCSR may be required to work across different Patient Access locations or departments.
Key Responsibilities:
  • Proactively understand and anticipate patient needs, manage service recovery efforts as necessary, and identify opportunities to enhance the patient experience.
  • In accordance with departmental protocols, promptly answer phone calls, manage patient requests, and ensure timely retrieval of voicemails, taking accurate messages and routing them appropriately.
  • Schedule patient appointments by assessing the reason for the visit, adhering to established protocols, communicating changes, confirming appointments, and, when necessary, offering alternatives or rescheduling.
  • Oversee patient arrival and departure activities at any Patient Access location, performing point-of-service tasks such as collecting copays, obtaining necessary signatures, and updating appointment statuses.
  • Communicate effectively with patients regarding wait times and patient flow, keeping management informed of any potential issues.
  • Issue referrals and obtain pre-authorizations as required, following established protocols.
  • Maintain current knowledge of insurance requirements relevant to patient services and billing procedures, including understanding managed care plans and copayment processes.
  • Validate patient demographic and insurance information, registering new patients in the electronic medical record (EMR) system as per established guidelines.
  • Accurately record receipts to ensure proper end-of-day reconciliation and participate in cash reconciliation processes.
  • Resolve work queues and address issues identified in front-end reports, prioritizing the recovery of missing charges.
  • Ensure compliance with all applicable federal, state, and local regulatory standards.
  • Stay updated with communications from the Patient Access Management Team, adapting to new processes and operational changes as needed.
  • Coordinate both clinical and administrative aspects of new patient scheduling encounters.
  • Perform duties in accordance with the values, policies, and procedures of Penn Medicine.
  • Other responsibilities as assigned to support the unit, department, and health system organization.
Qualifications:

  • High School Diploma or GED (Required)
  • Experience: 2+ years in a medical office or customer service setting. An advanced degree may be considered in lieu of experience.
  • Associate of Arts or Science degree preferred.

Penn Medicine believes that the best care for our patients begins with the best care for our employees. Our comprehensive compensation and benefits program includes one of the finest prepaid tuition assistance programs in the region. Together, we are committed to making medical advancements that enhance the quality of life for our patients.


Live Your Life's Work

Penn Medicine is an Equal Opportunity and Affirmative Action employer. All 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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