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Patient Accounts Representative (Full Time/ Day Shift)


Horizon Healthcare

Cost Center

3310 Horizon Health Services Operations

Supervisory Organization

Intake/Patient Account Services





To provide the essential communication link between the patient/caregiver and the Pharmacy. Assist with patient referral intake as needed by processing by fielding calls, contacting referrals for information and data-entering; delivery/pick-up scheduling, patient supply orders, and general support for all areas of Horizon Healthcare Services.

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

Patient/Supply Management

  • Maintains an accurate patient supply chart for all active patients which includes copies of all orders and documentation of phone assessments when indicated.

  • Demonstrates competence in filing and maintenance of the patient chart for all active and inactive patients.  Completes in a timely manner.

  • Demonstrates competence in selecting the appropriate supplies and teaching information for each patient based on the patient's therapy and individual needs.

  • Acts as a resource person or mentor for all patient supply needs according to patient access and medication therapy.

  • Accurately pulls and prepares the appropriate supply template for new referrals in a timely manner to ensure patient flow.

Prescription Refill Management

  • Under the direction and supervision of a registered pharmacist, efficiently and effectively performs medication refills for compounding and processing.

  • Updates/completes medication lists for active and new patients.


  • Demonstrates professional telephone & interpersonal skills with internal and external customers which build healthy relationships and encourage teamwork.

  • Receives all telephone calls from the receptionist and determines the patient or caller's needs, showing an eagerness to please the customer and provide excellent service.

  • Identifies patient concerns and employs individualized strategies for problem control.

  • In a timely manner, calls all appropriate patients for their supply orders acquiring accurate information from the patient/significant other/nurse.

  • Effectively communicates accurate, pertinent patient information to the appropriate individuals to ensure quality outcomes.

Computer System Management

  • Demonstrates competence in accurate and complete Rx/Supply/DME order entry in the computer system.

  • Accurately closes, opens, and interrupts patient therapies in the computer system upon receipt of changes in therapy or admission to an acute care facility.

  • Enters all changes in patient referral information into the computer system immediately and communicates to the delivery and Pharmacy staff when appropriate.

Coordination of Information

  • Assists with new referral processing which includes confirming physician orders, processes new patient paperwork, and coordinates/communicates with pharmacy, logistics, and patients.

  • Demonstrates competence in performing an accurate telephone assessment for all patients, documenting all calls on the appropriate form.

  • Changes in assessment or patient status are communicated to the Pharmacist, Dietician, or Physician as indicated, and a progress note is written, distributed, and filed in the clinical chart.

  • Obtains/searches in hospital systems via electronic medical record for needed labs, distributes to pharmacy.

  • Coordinates patient care with multidisciplinary teams and evaluates the effectiveness of care on an ongoing basis.

  • Accurately evaluates all patient supply orders for appropriateness based on individual patient needs and coordinates extraordinary needs with the insurance carrier or billing specialist.

  • Processes faxes from fax manager que via software system and distributes, assigns to appropriate patient and staff for timely processing.

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

Monitoring & Ensuring Continuous Quality Improvement

  • Participates in Performance Improvement activities by assisting with monitoring and data retrieval.

  • Identifies and assists in developing quality indicators and data retrieval tools.

  • Identifies education and process issues that require teaching, revisions or modifications.

  • Recommends improvements in processes based on Performance Improvement monitoring activities

  • Perform all other reasonably-related duties of an equal or lower nature as may be directed in the sole discretion of management.



  • High school diploma or equivalent.

  • Minimum two (2) years medical office, data entry and computer experience. 

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.


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.

BURLE Full Time Posted on 08/30/2022