Customer Service Specialist- ABBCI (Full Time/Day Shift)

Lancaster General Hospital - Lancaster, PA

Full-time - Entry Level

Lancaster, PA

251-500 employees

Hospitals

About the position

The position involves providing complete and accurate patient scheduling, registration, insurance verification, and coordination of various healthcare services. The individual will be responsible for managing patient interactions effectively, especially during high-volume periods or with complex cases. This role requires a strong focus on customer service, ensuring that patients receive the necessary information regarding their appointments, insurance coverage, and financial obligations. The individual will also handle inbound and outbound calls, manage patient complaints, and support point-of-service collections. Additionally, the role includes verifying patient information, processing referrals and authorizations, and maintaining compliance with regulatory requirements. The position is structured around a standard workweek of 40 hours, from Monday to Friday, with no expectations for weekend or holiday work.

Responsibilities

• Perform complete and accurate patient registration including walk-in, check-in, and scheduled patients.
• Adapt and perform during high volumes and/or high patient acuity situations.
• Service both hospital and physician office patients as assigned.
• Manage inbound and outbound calls to or from patients, guests, or appropriate parties.
• Handle general patient complaints and concerns professionally, escalating complex issues as needed.
• Support Point of Service Collections and perform necessary functions to collect patient obligations.
• Discuss information with patients regarding co-pays, out-of-pocket expenses, and appointment preparations.
• Verify patient, guarantor, coverage, and hospital account information.
• Perform referral/authorization processes and enter orders for applicable tests.
• Conduct electronic and manual verification of insurance coverage and apply electronic insurance responses accurately.
• Prepare and release records or orders in the e-Health record and scan necessary documents into the medical record.
• Complete documentation for compliance and regulatory needs.
• Screen and relay messages using established protocols for emergent, urgent, and non-urgent calls.
• Register unscheduled patients requiring full financial clearance.
• Complete assigned patient scheduling and registration work queues according to performance standards.
• Resolve work queue issues and missing registration items via electronic medical record.

Requirements

• 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.
• For Regional Positions only - Valid driver's license is required.

Nice-to-haves

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

Benefits

• 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