Customer Service Specialist- Lititz Family Medicine​/Evening Shift

Overview

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?

Job Title: Customer Service Specialist - Lititz Family Medicine (Full-Time/Day & Evening Shift)

HOURS: Full Time 40 hrs/wk - Day and evening shift hours;
Saturday rotation 8:00am–12:00pm

• Provide complete and accurate patient scheduling, registration, insurance verification, ordering of tests and coordination of applicable screening, diagnostic, physician office and outpatient hospital services.
• Coordinate and communicate effectively during times of increased volumes or with complex patients.
• Handle inbound and outbound calls to or from patients, guests, or appropriate parties; address general patient complaints/concerns in a professional manner and escalate complex issues as needed.
• Support Point of Service collections; perform necessary functions to collect patient obligations.
• Refer patients to appropriate personnel for questions regarding collections, insurance coverages, and financial assistance.
• Discuss information with patients regarding co-pays, out-of-pocket expenses, pre-appointment preparation, arrival times, etc.
• Verify patient, guarantor, coverage and hospital account information; perform required referral/authorization processes and enter orders for applicable tests.
• Understand insurance company coverage and referral/authorization requirements; perform electronic and manual verification of insurance coverage and apply electronic responses accurately.
• Prepare and/or release records or orders in the eHealth record; scan documents and ensure timely communication with the documentation/imaging teams.
• Complete documentation for compliance and regulatory needs; retain knowledge and comply with applicable regulatory requirements.
• Screen and relay messages using established protocols for emergent, urgent and non-urgent calls.
• Register unscheduled patients requiring full financial clearance.
• Complete assigned patient scheduling and registration work queues according to performance standards; resolve work queue issues and missing registration items via the electronic medical record.
• For LGHP, occasional regional travel may be required.

• Minimum Required Qualifications
  • 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 of experience with basic keyboarding, personal computer use, and other office 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 processes.
• One (1) year prior experience in Revenue Cycle in a Hospital/Medical Office Setting.
• Previous Epic or equivalent Electronic Medical Record experience.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees stay healthy. Penn Medicine offers a comprehensive compensation and benefits program, including one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission.

Live Your Life's Work

EEO Statement: We are an Equal Opportunity employer. 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.