Customer Service Specialist- Norlanco Family Medicine (Part Time/Day & Evening Shift)

About the role

Penn Medicine is dedicated to providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working here means collaborating with top clinical, technical, and business professionals across all disciplines.

Responsibilities

• 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.
• Supports Point of Service Collections.
• Collects patient obligations and 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.
• 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.
• Absorbs and resolves 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.

Qualifications

• H.S. Diploma/GED
• 1+ years clerical, customer service, or administrative support experience in a highly customer-oriented organization
• 1+ years basic keyboarding, personal computer use, and other office setting equipment
• Pref: Previous Epic or equivalent Electronic Medical Record experience
• Pref: 1+ years registration experience, point of service collection, insurance validation, understanding of compliance /regulatory guidelines and order release process(es)
• Pref: 1+ years experience of Revenue Cycle in a Hospital/Medical Office Setting
• For Regional Positions only – Valid driver’s license is required

Benefits

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you. We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region.

Pay

Commensurate with experience

Schedule

Part Time 32 hours a week. Monday through Friday hours between 8:00am - 8:00pm. Saturday rotation 8:00am-12:00pm