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Customer Service Specialist (Full-Time)


Company

Lancaster General Hospital

Cost Center

6735 Sleep Disorders Center

Supervisory Organization

Pulmonary - Laboratory

Grade

G06

Summary

POSITION SUMMARY: Responsibilities include but are not limited to scheduling, patient registration and insurance validation, order entry, and administrative support. Customer Service Representatives act as the first line resource for patients and guests.  

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

             Registration

  • Performs complete and accurate patient registration included but not limited to walk in, check-in, and/or scheduled.
  • Ability to resolve work queue issues and missing registration items via electronic medical record. 
  • Supports inbound and outbound calls to or from patients, guests, or appropriate parties as needed to provide services. Demonstrates ability to successfully adapt and perform during times of increased volumes. 

             Patient Liability and Point of Service Collections

  • 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.

              E-Health Record Verification

  • Verifies patient, guarantor, coverage and hospital account information upon arrival for walk-in patient or scheduled appointments.
  • Performs required referral/authorization processes and enters orders for applicable tests. 

             Compliance/Regulatory

  • 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 operation of the Hospital (as applicable).  

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

  • Other duties as assigned.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

  • High School diploma or equivalent
  • On​e (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.

PREFERRED QUALIFICATIONS:

One (1) year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.

COGNITIVE REQUIREMENTS

ATTENTION/CONCENTRATION – The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others:

  • The position requires the ability to attend to a specific stimulus without being distracted by extraneous environmental stimuli.  The individual must be able to attend to environmental detail with the ability to separate essential from non-essential or irrelevant stimuli.  The attention skills required are generally considered to be automatic - - passive, but focused with an intact capacity for select perception.

NEW LEARNING AND MEMORY – The following level of ability is essential for the jobholder to learn and retain material:

  • A large portion of this position required reliance on verbal memory and new learning.  Efficiency in processing of verbal information, either in written or spoken form, is a major requirement and prerequisite of the job.  The individual must be able to attend to and process multiple bits of information simultaneously.  The individual must be able to organize and categorize this information effectively so that later recall is feasible.

PROBLEM SOLVING, REASONING AND CREATIVE THINKING – The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought:

  • The requirement for autonomous problem solving or creativity of thought in the position is minimal.  Problems encountered tend to involve a few concrete variables in or from standardized situations.  Typically involves adhering to a chart or set procedure.

APTITUDES:  The following are essential requirements of the position in relation to job-worker situations.  These items describe how a worker must adapt, adjust, conform or act:   

Repetitive work: Ability to continuously perform the same type of work for extended periods of time, according to set procedures, sequence or pace.

Performing under stressful conditions: Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations, or in situations in which working speed and sustained attention are critical aspects of the job. Is subject to danger or risk, or to tension as a regular, consistent part of the job.

Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

Communication:  Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.

Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.

EQUIPMENT USAGE REQUIREMENTS

Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies

Software: Microsoft Office Products

PHYSICAL REQUIREMENTS

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement

  • Sit: Continuously
  • Stand: Rarely
  • Walk: Rarely
  • Bend: Rarely
  • Push: Rarely
  • Pull: Rarely
  • Kneel/Squat: Rarely
  • Reach: Rarely
  • Twist: Rarely
  • Balance: Rarely
  • Climb: Rarely

Lifting: Degree of physical exertion is:

Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.

Sensory Abilities specifically required: 

  • Vision
  • Hearing

PHYSICAL ENVIRONMENT

WORKING CONDITIONS: Exposure to hazardous conditions/ materials is negligible.                    

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards.  The percentages of time spent performing job duties are estimates, and should not be considered absolute.  The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.  Incumbent must be able to perform all job functions safely.

LGH Full Time Posted on 12/09/2019