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

Lancaster General Medical GRP - Lancaster, PA

Full-time - Entry Level

Lancaster, PA

251-500 employees

About the position

The position involves providing comprehensive patient scheduling, registration, insurance verification, and coordination of various healthcare services. The role requires effective communication and adaptability, especially during high-volume periods or with complex patient needs. The individual will manage patient interactions, resolve complaints, and ensure compliance with regulatory requirements while supporting both hospital and physician office patients.

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.
• 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 for questions regarding collections, insurance coverages, and financial assistance.
• Discuss information with patients regarding co-pays, out of pocket expenses, and pre-appointment preparation.
• 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.
• 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.
• Assist at new practices and sites by mentoring and leading team members during onboarding.

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