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Customer Service Specialist (Patient Financial Services)


Company

Lancaster General Hospital

Cost Center

2045 Patient Account Collections

Supervisory Organization

PFS Contact Center-Customer Service

Grade

Summary

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This position will be relocating to Lititz summer 2020.

POSITION SUMMARY: To provide excellent customer service to all of our customers.  This position includes answering customer calls and questions as well as being responsible to collect on self-pay and self-pay residual accounts. 

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

  • Makes every effort to provide an extraordinary customer service experience to all customers, both internal and external.
  • Effectively follows and enforces company collection processes.
  • Maintains the Customer Service call benchmarks.
  • Informs Team Lead and/or Supervisor of all potential problems and issues immediately.
  • Has an understanding of the revenue cycle and who to contact when issues/questions arise.
  • Performs processes, including but not limited to: financial assistance, medical assistance application qualifications, insurance billing, payment plans, and patient correspondence.
  • Maintains knowledge in all aspects of the Fair Debt Collections Practices Act and is compliant in all collection efforts.
  • Maintains PCI (Payment Card Industry) compliance when taking payment information.
  • Maintain HIPAA compliance at all times when working with PHI
  • Understands both hospital and professional sides of the revenue cycle

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

  • Processes and follows special accounts.
  • Assists with any special projects as assigned.
  • Other duties as assigned.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

  • High School Diploma or equivalent.
  • Two (2) years prior Customer Service, Billing and Account Resolution experience.
  • Strong written and verbal communication skills.
  • Microsoft Office experience.
  • Strong organizational skills.
  • Ability to apply strong analytical qualities.

PREFERRED QUALIFICATIONS:

  • Associates Degree.
  • Experience using an Electronic Medical Record (EMR), preferably Epic.

COGNITIVE REQUIREMENTS

ATTENTION/CONCENTRATIONThe 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 more than one aspect of a situation simultaneously.  It is highly likely that multiple task demands are going to be required of the individual at the same time.

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

  • Job demands are only moderately routine and predictable.  Minor changes may occur which require the individual to be able to understand and carry out detailed but uninvolved instructions.

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 position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions.  Some independent thought, planning or origination of options and solutions is necessary.  The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

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:

Leadership, control and planning: Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.

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: Frequently
  • Stand: Occasionally
  • Walk: Frequently
  • Bend: Occasionally
  • Push: Rarely
  • Pull: Occasionally
  • Kneel/Squat: Rarely
  • Reach: Occasionally
  • Twist: Rarely
  • Balance: Rarely
  • Climb: Occasionally

Lifting: Degree of physical exertion is:

Moderate, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force 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.

BURLE Full Time Posted on 06/05/2020