Home / Customer Service Specialist Comprehensive Care (36 hours/week)

Customer Service Specialist Comprehensive Care (36 hours/week)


Summary

Job Description

POSITION SUMMARY: 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.

At LGHP-Comprehensive Care we believe that the diversity of people is one of our greatest strengths. We are a team of creative and innovative people who are improving the care of people living with HIV/AIDS and LGBTQ+ healthcare. By being inclusive and celebrating the differences in our team and the people we serve, we are able to achieve bigger goals. If you are passionate about serving the underserved, a position with LGHP- Comprehensive Care is for you!
 

HOURS: 36 hours/week with the below schedule:

Monday: 11:30am-8pm
Tuesday: 8:30am-5pm
Wednesday: 8:30am-5pm
Thursday: 11:30am-8pm

Friday: 8am-12pm

LOCATION: Lancaster, PA

SIGN ON BONUS: Up to $1,000! (external candidates only)

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

  • Performs complete and accurate patient registration including but not limited to: walk-in, check-in/out and/or scheduled.
  • Primary CSS supporting Comprehensive Care’s walk-in STI clinic on Monday evenings from 4-8PM, completing registration for walk-in and/or scheduled patients.
  • Demonstrates ability to successfully adapt and perform during times of high volumes and/or high patient acuity.  Demonstrates skill to service both hospital and physician office patients, as assigned. 
  • Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services. Effectively manages general patient complaints/concerns in a professional manner, escalating more complex issues to supervisor/manager as needed.
  • 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.
  • Disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, etc.
  • Verifies patient, guarantor, coverage and hospital account information. Performs required referral/authorization processes and enters orders for applicable tests. 
  • 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.
  • Prepares and/or releases records or orders in the e-Health record. Scans all necessary documents into appropriate medical record. Understands the importance of patient’s medical information that is documented on paper. Sends all pertinent information to document imaging or heath information management team with in the established time frames.
  • 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 operations (as applicable).  
  • Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls.
  • Demonstrates ability to register unscheduled patients requiring a full financial clearance.
  • Completes assigned patient scheduling and registration work queues according to performance standards. 
  • Ability to resolve work queue issues and missing registration items via electronic medical record. 

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 (GED).
  • 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.

PREFERRED QUALIFICATIONS:

  • One (1) year of registration experience, point of service collection, insurance validation, understanding of compliance /regulatory guidelines and order release process(es).
  • One (1) year prior experience of Revenue Cycle in a Hospital/Medical Office Setting.
  • Previous Epic or equivalent Electronic Medical Record experience.
  • Preferred Bi-lingual, English/Spanish.

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. #LI-MD1

Benefits At A Glance:

PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:

  • 100% Tuition Assistance at The Pennsylvania College of Health Sciences
  • Paid Time Off and Paid Holidays
  • Shift, Weekend and On-Call Differentials
  • Health, Dental and Vision Coverage
  • Short-Term and Long-Term Disability
  • Retirement Savings Account with Company Matching
  • Child Care Subsidies
  • Onsite Gym and Fitness Classes

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

 

Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

LGH Full Time Posted on 11/10/2022