Customer Service Representative

3 days ago

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

This is a Monday - Friday position, with regular hours between 8am and 5pm. No weekends, no holidays. Our practice is a large, multispecialty healthcare organization currently supporting 17 surgeons and 9 Advanced Practice Providers. This role will involve a rotation to our satellite office located in Ephrata.

Key Responsibilities
  • Provides complete and accurate patient scheduling, registration, and insurance verification.
  • Orders tests and coordinates applicable screening, diagnostic, physician office, and outpatient hospital services.
  • Capable of coordinating and communicating effectively during increased volumes or with complex patients.
Essential Functions
  • 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 electronic 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.
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.
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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