Customer Service Specialist-The Heart Group (40hrs/week, 1st shift)
The Heart Group Of LG Health
The Heart Group- Customer Service
Full Time: 40 hrs per week. Monday-Fri. Must be available between the hours of 7:30 am and 6 pm.
This position is located in Lancaster, PA at the Heart Group. Flexibility to travel to satellite offices as needed. (Lebanon, Norlanco, Ephrata, Parkesburg)
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: 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.
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, and/or scheduled.
- 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.
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.
Posted on 12/12/2019
- 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.