Customer Service Specialist

Lancaster General Health/Penn Medicine is currently seeking a Customer Service Specialist with Emergency Medicine. The Customer Service Specialist provides complete and accurate patient scheduling, registration, insurance verification, ordering of tests and coordination of applicable screening, diagnostic, physician office and outpatient hospital services. The Customer Service Specialist must be capable of coordinating and communicating effectively during increased volumes or with complex patients.

PRIMARY FUNCTIONS:

• Performs complete and accurate patient registration.
• Supports inbound and outbound calls to or from patients, guests, or appropriate parties as needed to provide services.
• Refers patient to appropriate person for questions regarding; collections, insurance coverages, and financial assistance.

• 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.
• Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls.

REQUIREMENTS:

• 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 setting equipment.
• One year of registration experience, point of service collection, insurance validation, understanding of compliance /regulatory guidelines and order release process(es) preferred.
• One year prior experience of Revenue Cycle in a Hospital/Medical Office Setting preferred.
• Previous Epic or equivalent Electronic Medical Record experience preferred.

Education

High School Diploma/GED (Required)