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

Lancaster General Health - Lancaster, PA

Full-time - Entry Level

Lancaster, PA

501-1,000 employees

Ambulatory Health Care Services

About the position

The Customer Service Specialist position at Lancaster General Health involves providing comprehensive patient scheduling, registration, and insurance verification services. This role is essential for ensuring effective communication and coordination of healthcare services, particularly during high-volume periods. The specialist will handle patient inquiries, manage complaints, and support financial processes related to patient care.

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 guests.
• Manage general patient complaints and escalate complex issues as needed.
• Understand and support Point of Service Collections.
• Collect patient obligations and refer questions regarding collections and insurance coverages to appropriate personnel.
• Disseminate information regarding co-pays, out-of-pocket expenses, and appointment preparation.
• Verify patient, guarantor, coverage, and hospital account information.
• Perform referral/authorization processes and enter orders for applicable tests.
• Understand insurance company coverage and referral/authorization requirements.
• Prepare and release records or orders in the e-Health record and scan necessary documents.
• Complete documentation for compliance and regulatory needs.
• Screen and relay messages using established protocols for 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.

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 of 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