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Customer Service Representative for Healthcare

2 months ago

Lititz, Pennsylvania, United States Penn Medicine Lancaster General Health Full time
Overview

Position Summary

ROLE SUMMARY: The Customer Service Representative for Healthcare is responsible for ensuring accurate scheduling, registration, insurance verification, and coordination of necessary medical services. This role focuses on assisting patients by addressing their needs with empathy and support, fostering meaningful connections with each individual.

WORK SCHEDULE: This is a full-time role. Initial training will be conducted full-time during weekdays. Following training, the employee will work full-time during standard daytime hours with a rotation on weekends. There may be an opportunity for remote work after a designated period, contingent on performance metrics.

WORK HOURS: 40 hours per week, typically between 8:00 AM and 6:00 PM.

KEY RESPONSIBILITIES: Candidates must possess the capability (with or without reasonable accommodation) to perform the following tasks:
  • The Customer Service Representative is fully trained in one of the two operational phases (I or III) outlined below.
  • PHASE I
    • Manage scheduling for various medical appointments including Lab, X-ray, EKG, DEXA, and Breast Imaging.
    • Accurately input ancillary orders, interpreting medical terminology as necessary.
    • Identify and gather essential information for order entry, including the ordering provider and diagnosis codes.
    • Collect and accurately input patient insurance details into the system.
    • Determine if appointments require insurance referrals or authorizations and manage these accordingly.
    • Interpret electronic verification responses for insurance and update the system as needed.
  • PHASE III
    • Handle incoming calls for Family Medicine and Specialty Medicine, which may involve scheduling, creating encounters, and transferring calls as appropriate.
    • Schedule appointments in line with internal guidelines to ensure compliance with protocols.
    • Follow approved escalation protocols, asking pertinent questions to ensure patient safety and appropriate action.
    • Create and send professional communications to physician offices to relay patient messages accurately.
    • Collaborate with clinical and non-clinical staff to address patient needs promptly.
    • Verify patient insurance information to confirm coverage and participation.
ADDITIONAL RESPONSIBILITIES: The following tasks are considered secondary to the primary responsibilities:
  • Deliver exceptional customer service by recognizing and addressing patient needs through effective interpersonal skills.
  • Adapt successfully to frequent changes in procedures and workflows.
  • Document patient interactions clearly to provide accurate information to clinical staff.
  • Complete additional tasks 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 roles within a customer-focused environment.
  • One (1) year of experience using computers and office equipment.
PREFERRED:
  • Three (3) years of experience in clerical, customer service, or administrative support roles within a customer-focused environment.
  • 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 in a medical setting.
COGNITIVE SKILLS:

Attention and Concentration: The ability to focus on multiple aspects of a situation simultaneously is essential.
  • The role requires managing multiple tasks effectively at the same time.
Learning and Memory: The ability to quickly learn and retain new information is crucial.
  • Job requirements frequently change, necessitating the ability to understand and execute detailed instructions.
Problem Solving and Reasoning: The ability to think critically and develop solutions is necessary.
  • The position often involves resolving issues that require thoughtful reasoning and independent planning.
APTITUDES: The following attributes are essential for success in this role:

Variety and Change: Ability to perform diverse tasks without losing efficiency or composure.

EQUIPMENT USAGE:

Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies.

Software: Proficiency in Microsoft Office and Electronic Medical Record Systems.

PHYSICAL REQUIREMENTS:

Body Position/Movement:
  • Sitting: Continuously 71-100%
  • Standing: Rarely 0-10%
  • Walking: Rarely 0-10%
Lifting: Light lifting, exerting up to 10 pounds occasionally.

Sensory Abilities:
  • Vision
  • Hearing
WORKING CONDITIONS:
  • Minimal exposure to hazardous conditions.
Disclaimer: This job description is not exhaustive and may be modified as necessary. The organization reserves the right to amend, modify, or terminate this position at its discretion.

Benefits Overview:

Penn Medicine Lancaster General Health offers a comprehensive benefits package, including:
  • Tuition assistance
  • Paid time off and holidays
  • Shift differentials
  • Health, dental, and vision insurance
  • Disability coverage
  • Retirement savings with company matching
  • Childcare subsidies
  • Onsite fitness facilities
Equal Opportunity Employer: Penn Medicine Lancaster General Health is committed to a diverse workforce and does not discriminate based on any protected status.