Home / Customer Service Lead (The Heart Group- Full Time 40 hrs per week)

Customer Service Lead (The Heart Group- Full Time 40 hrs per week)


The Heart Group Of LG Health

Cost Center

1400 Administration

Supervisory Organization

The Heart Group- Customer Service




Full Time: 40 hrs per week. Hours range between 7 am and 6 pm.

This position is located in Lancaster, PA at the Heart Group.

ATTENTION: Please be aware that, if you are an external applicant, you may need to complete an online assessment as part of the hiring process. This assessment will be sent to the e-mail address that you included in your application. Please note: Some e-mail accounts may receive the assessment e-mail in their junk/spam e-mail. This assessment must be completed within 5 days of receiving it. For more information regarding the assessment, please click HERE.

POSITION SUMMARY: Assists supervisor/manager in daily operations of the department.  Responsibilities include employee training, time keeping and completing and preparing reporting documents. Performs quality and assurance data checks to support quantitative measures for the department. Acts as a first line resource for staff and resolves complex registration issues. Reviews daily workloads to include assisting in the oversight of daily operations of the department.  Capable of coordinating and communicating effectively during increased volumes or with complex patients.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Serves as the first line resource for registration staff. Maintains a thorough knowledge of staff procedures for the purpose of staff coverage.
  • Performs all job functions of the Registration staff, including but not limited to, insurance verification and scheduling. Maintains proficiency and knowledge in all areas of Registration.  
  • Provides orientation for new employees and offers feedback to supervisor/manager throughout onboarding process. Provides on-going training to employees, maintains training, policy and procedure manuals, and disseminates information to staff.
  • Informs supervisor/manager of any problems or issues pertaining to, but not limited to, registration or scheduling polices or processes.
  • Completes quality assurance checks for staff and department as directed by supervisor/manager. Assists with reviews of authorization denial data.
  • Provides feedback to supervisor/manager for Annual Performance Reviews. 
  • Assists in overseeing daily work output to include adjustment of break periods as needed, controls periods of non-productivity and ensures daily operational goals are met.
  • Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team.
  • Serves as point person for software and process questions or concerns. In conjunction with Supervisor or Manager, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff.

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

  • Assists with interview processes of potential employees.
  • Assists with any special projects as assigned.
  • Assists or compiles information for applicable management reports.
  • Assists with training new hires.
  • Other duties as assigned.



  • High school diploma or equivalent
  • One (1) year experience as a Customer Service Specialist.
  • One (1) year experience in Revenue Cycle in a Hospital/Medical Office setting.
  • 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.
  • A health care provider in good standing with Medicare, Medicaid, and other federal and state health insurance programs, i.e. not excluded from participation in Medicare, Medicaid or any other federal or state health insurance program.


  • One (1) year of Epic (or equivalent Electronic Medical Record) experience

HEARTGROUP Full Time Posted on 03/10/2020