Emergency Department Customer Service Specialist, Part-time

About the role

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Essential Functions

• Collaborate and communicate effectively with interdisciplinary Emergency Department team members to support patient care and deliver an excellent patient experience
• Accurately manage patient arrival processes (walk-in, EMS, and law enforcement), including identity verification during armband placement
• Perform bedside registration for all patient types, including Fast Care, Main ED, Behavioral Health, and Trauma Bay patients
• Verify and collect patient demographic, insurance, and guarantor information with precision
• Screen, log, and badge visitors in accordance with visitor management policies
• Manage patient paging systems to communicate next steps in care
• Adapt quickly to high-volume and high-acuity situations while maintaining professionalism
• Assist with waiting room support, including patient/visitor communication, comfort measures, and coordination of care flow
• Handle incoming Emergency Department calls, triaging and routing messages appropriately based on urgency
• Address patient and visitor concerns professionally, escalating complex issues as needed
• Support point-of-service collections and explain financial responsibilities to patients
• Verify insurance coverage electronically and manually, accurately interpreting responses
• Scan identification and insurance documentation into the electronic medical record (EMR)
• Ensure completion of required documentation and compliance with regulatory standards (including EMTALA)
• Manage assigned work queues and resolve registration discrepancies within the EMR system

Minimum Qualifications

• High School Diploma or GED required
• Minimum of 1 year of experience in a clerical, customer service, or administrative role in a customer-focused environment
• Minimum of 1 year of experience with basic computer systems, including keyboarding and standard office equipment
• Minimum of 1 year of experience in patient registration, insurance verification, or point-of-service collections
• Knowledge of healthcare compliance and regulatory guidelines
• Experience with Epic or a comparable electronic medical record system preferred

Includes $1.50 premium pay and overnight shift differential.