Customer Service Specialist- Holistic Therapy (Part Time/Day Shift)

Description

Penn Medicine is dedicated to its mission of providing the highest quality of care to patients, conducting innovative research, and educating future leaders in medicine. Employees collaborate with top professionals across disciplines.

Hours

20 hours a week. Day shift - Monday through Friday

Summary

Position 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. Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:

Responsibilities

• 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 health information management team within established time frames.
• 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.
• Assists at new practices and sites by mentoring and leading other team members during the initial onboarding period.
• Special projects as assigned.

Minimum Required Qualifications

• High School Diploma or equivalent GED.
• One year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
• One year experience with basic keyboarding, personal computer use, and other office setting equipment.
• One year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines and order release process.
• One year prior experience of Revenue Cycle in a Hospital Medical Office Setting.
• Previous Epic or equivalent Electronic Medical Record experience.

Credentials

• Education or Equivalent Experience: H.S. Diploma/GED (Required)