Customer Service Specialist- Plastic Surgery (Full Time/Day Shift)

Lancaster General Health - Lancaster, PA

Full-time - Entry Level

Lancaster, PA

501-1,000 employees

Ambulatory Health Care Services

About the position

The Patient Scheduler position at Penn Medicine Lancaster General Health is responsible for providing complete and accurate patient scheduling, registration, insurance verification, and coordination of various healthcare services. This role requires effective communication and coordination skills, especially during high-volume periods or with complex patient needs. The position operates Monday through Friday, with no evening or weekend shifts, ensuring a consistent work schedule.

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.
• Support inbound and outbound calls to or from patients and manage general patient complaints professionally.
• Understand and support Point of Service Collections and perform necessary functions to 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, and appointment preparation to patients.
• Verify patient, guarantor, coverage, and hospital account information, and perform required referral/authorization processes.
• 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 and retain knowledge of regulatory requirements.
• Screen and relay messages using established protocols for emergent, urgent, and non-urgent calls.
• Register unscheduled patients requiring full financial clearance and 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