Customer Service Specialist

About the role

Description

Department: Downtown Family Medicine

Location: 540 N Duke St, 3rd Floor 

Hours: Fulltime, Monday-Friday, Onsite, 8:00am - 4:30pm

Summary: Provides complete and accurate patient scheduling, registration, insurance verification, ordering of tests and coordination of applicable screening, diagnostic, physician office and outpatient hospital services. Capable of coordinating and communicating effectively during increased volumes or with complex patients.

Accountabilities:

• Performs complete and accurate patient registration including but not limited to: walk in, check-in, and/or scheduled.
• Demonstrates ability to successfully adapt and perform during times of high volumes and/or high patient acuity.
• Demonstrates skill to service both hospital and physician office patients, as assigned.
• Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services. Effectively manages general patient complaints/concerns in a professional manner, escalating more complex issues to supervisor/manager as needed.
• Understands and supports Point of Service Collections. Performs all necessary functions needed to collect patient obligations.
• Refers patient to appropriate person for questions regarding; collections, insurance coverages, and financial assistance.
• Disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, etc.
• Verifies patient, guarantor, coverage and hospital account information. Performs required referral/authorization processes and enters orders for applicable tests.
• Understands insurance company coverage and referral/authorization requirements of payors. Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses.
• Prepares and/or releases records or orders in the e-Health record. Scans all necessary documents into appropriate medical record. Understands the importance of patient’s medical information that is documented on paper. Sends all pertinent information to document imaging or heath information management team with in the established time frames.
• Completes documentation for compliance and regulatory needs and/or release of orders. Retains knowledge and abides by all regulatory requirements pertaining to duties of position and overall operations (as applicable).
• Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls.
• Demonstrates ability to register unscheduled patients requiring a full financial clearance.
• Completes assigned patient scheduling and registration work queues according to performance standards.
• Ability to resolve work queue issues and missing registration items via electronic medical record.
• For LGHP, this role may necessitate occasional regional travel.
• For Regional Positions: Travels regularly to various sites within the region to support operational needs as listed above, Assists at new practices and sites by mentoring and leading other team members during the initial onboarding period.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Education and Experience:

• H.S. Diploma/GED (required)
• 1+ years’ experience clerical, customer service, or administrative support experience in a highly customer-service orientation organization (required)
• 1+ years’ experience basic keyboarding, personal computer use, and other office setting equipment (required)
• Previous Epic or equivalent Electronic Medical Record experience (preferred)
• 1+ years registration experience, point of service collection, insurance validation, understanding of compliance /regulatory  guidelines and order release processes (preferred)
• 1+ years experience of Revenue Cycle in a hospital/medical office setting

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.