Customer Service Representative
1 day ago
This is a full-time position working Monday through Friday, with no weekends or holidays. The hours of operation are 8:00 AM to 5:00 PM. The position may include a rotation through to our satellite office in Ephrata.
Key Responsibilities- 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.
- Performs complete and accurate patient registration, including walk-in, check-in, and scheduled patients.
- Demonstrates ability to successfully adapt and perform during times of high volumes and/or high patient acuity.
- Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services.
- Effectively manages general patient complaints/concerns in a professional manner, escalating more complex issues to supervisor/manager as needed.
- Understands and supports Point of Service Collections, performing all necessary functions needed to collect patient obligations.
- Refers patient to appropriate person for questions regarding collections, insurance coverages, and financial assistance.
- Disseminates or discusses information with patients regarding co-pays, out-of-pocket expenses, pre-appointment preparation, arrival times, etc.
- Verifies patient, guarantor, coverage, and hospital account information, performing required referral/authorization processes and entering orders for applicable tests.
- Understands insurance company coverage and referral/authorization requirements of payors, performing electronic and manual verification of insurance coverage and understanding how to read and accurately apply electronic insurance responses.
- Prepares and/or releases records or orders in the e-Health record, scanning all necessary documents into the appropriate medical record.
- Completes documentation for compliance and regulatory needs and/or release of orders, retaining knowledge and abiding by all regulatory requirements pertaining to duties of position and overall operations.
- Screens and accurately relays messages using protocols established for emergent, urgent, and non-urgent calls.
- Demonstrates ability to register unscheduled patients requiring a full financial clearance.
- Completes 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.
- 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.
- 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.
- 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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