Customer Service Specialist- Lititz Family Medicine​/Evening Shift

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?

Full‑time 40 hrs/week – Day and evening shift hours;
Saturday rotation 8:00 AM–12:00 PM.

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.

• Perform complete and accurate patient registration, including walk‑in, check‑in, and scheduled patients.
• Adapt and perform during times of high volume and/or high patient acuity, serving both hospital and physician office patients as assigned.
• Support inbound and outbound calls to or from patients, guests, or appropriate parties to provide services.
• Effectively manage general patient complaints and concerns in a professional manner, escalating more complex issues to supervisor or manager as needed.
• Understand and support Point of Service Collections, performing all necessary functions needed to collect patient obligations.
• Refer patients to appropriate individuals 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 of payors; perform electronic and manual verification of insurance coverage and accurately apply electronic insurance responses.
• Prepare and/or release records or orders in the e‑Health record, scan all necessary documents into appropriate medical records, and send all pertinent information to the imaging or health information management team within established time frames.
• Complete documentation for compliance and regulatory needs and/or release of orders.
• Screen and accurately relay messages using protocols established 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 electronic medical record.
• For LGHP, this role may necessitate occasional regional travel.

Other duties as assigned.

• High School Diploma or equivalent (GED).
• One year of clerical, customer service, or administrative support experience in a highly customer‑oriented organization.
• One year experience with basic keyboarding, personal computer use, and other office equipment.
• For Regional Positions only – Valid driver’s license required.

• One year of registration experience, point of service collection, insurance validation, understanding of compliance/regulatory guidelines and order release processes.
• One year prior experience of 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 get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region.

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.