Customer Service Specialist- Sports Medicine​/Day Shift

Customer Service Specialist
- Sports Medicine (Full Time/Day Shift)

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- Sports Medicine (Full Time/Day Shift) role at Penn Medicine, University of Pennsylvania Health System
.

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

HOURS:

Full Time 36/hrs/wk - Monday through Friday 8:00am-5:00pm

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 but not limited to: walk-in, check-in, and/or scheduled.
• Demonstrates ability to successfully adapt and perform during times of high volumes and/or high patient acuity. Demonstrates skill to service both hospital and physician office patients, as assigned.
• 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. Performs 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 the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, etc.
• Verifies patient, guarantor, coverage and hospital account information. Performs required referral/authorization processes and enters orders for applicable tests.
• Understands insurance company coverage and referral/authorization requirements of payors. Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses.
• Prepares and/or releases records or orders in the e-Health record. Scans all necessary documents into appropriate medical record. Understands the importance of patient’s medical information that is documented on paper. Sends all pertinent information to document imaging or health information management team within the established time frames.
• Completes documentation for compliance and regulatory needs and/or release of orders. Retains knowledge and abides by all regulatory requirements pertaining to duties of position and overall operations (as applicable).
• 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.
• For LGHP, this role may necessitate occasional regional travel.

The following duties are considered secondary to the primary duties listed above:

• Other duties as assigned.

• 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 is required (for Regional Positions only).

• One (1) year of registration experience, point of…