Customer Service Specialist Family Medicine Manheim (Full Time/Day & Evenings Shifts)

Lancaster General Medical GRP - Manheim, PA

Full-time - Entry Level

Manheim, PA

251-500 employees

About the position

The Patient Scheduler position at Penn Medicine Lancaster General Health is a vital role that ensures the smooth operation of patient scheduling, registration, and insurance verification processes. This full-time position requires individuals to provide complete and accurate patient scheduling, registration, and coordination of various healthcare services, including screening, diagnostic, and outpatient hospital services. The role demands effective communication and coordination skills, especially during periods of increased patient volume or when dealing with complex patient needs. The working hours for this position are full-time, with a schedule that varies between 7:00 AM and 8:00 PM, including one evening per week and occasional weekends. In this role, qualified individuals will perform a range of essential functions, including complete patient registration, managing inbound and outbound calls, and addressing patient complaints in a professional manner. The position also involves understanding and supporting Point of Service Collections, verifying patient and insurance information, and performing necessary referral and authorization processes. The Patient Scheduler will be responsible for maintaining compliance with regulatory requirements and ensuring that all patient information is accurately documented and processed in the electronic health record system. Additionally, the role may require occasional regional travel to support operational needs at various sites, mentoring new team members, and participating in special projects as assigned. The Patient Scheduler must demonstrate the ability to adapt to high-volume situations and effectively manage patient interactions to ensure a positive experience for all patients.

Responsibilities

• Perform complete and accurate patient registration including walk-in, check-in, and scheduled patients.
• Adapt and perform during times of high volumes and/or high patient acuity.
• Service both hospital and physician office patients as assigned.
• Support inbound and outbound calls to or from patients, guests, or appropriate parties.
• Manage general patient complaints/concerns professionally, escalating complex issues as needed.
• Understand and support Point of Service Collections and collect patient obligations.
• Refer patients to appropriate personnel for questions regarding collections, insurance coverages, and financial assistance.
• Disseminate information regarding co-pays, out-of-pocket expenses, pre-appointment preparation, and arrival times.
• Verify patient, guarantor, coverage, and hospital account information.
• Perform required referral/authorization processes and enter orders for applicable tests.
• Understand insurance company coverage and referral/authorization requirements of payors.
• Perform electronic and manual verification of insurance coverage and apply electronic insurance responses accurately.
• Prepare and/or release records or orders in the e-Health record and scan necessary documents into the medical record.
• Send pertinent information to document imaging or health information management team within established time frames.
• Complete documentation for compliance and regulatory needs and/or release of orders.
• 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.
• Travel regionally to various sites to support operational needs and assist at new practices by mentoring team members.

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.
• Valid driver's license required for Regional Positions.

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