Customer Service Specialist- Twin Rose Wrightsville (Full Time/Evening Shift)

Lancaster General Health - Lancaster, PA

Full-time

Lancaster, PA

501-1,000 employees

Ambulatory Health Care Services

About the position

This position is responsible for providing complete and accurate patient scheduling, registration, insurance verification, and coordination of various healthcare services. The role requires effective communication and coordination, especially during high-volume periods or with complex patient needs, ensuring a smooth patient experience.

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, guests, or appropriate parties.
• Manage general patient complaints/concerns professionally, escalating complex issues as needed.
• Understand and support Point of Service Collections, performing necessary functions to 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 appointment preparation.
• Verify patient, guarantor, coverage, and hospital account information, performing required referral/authorization processes.
• Perform electronic and manual verification of insurance coverage and understand how to read electronic insurance responses.
• Prepare and/or 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.
• 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