Phlebotomy and Customer Service Specialist Float (Full Time/Mid-Evening Shift)

About the Role

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

Location

Float position rotating among multiple sites including Lebanon, Ephrata, Kissel Hill, and Manheim.

Schedule

Full‑time (40 hours/week). Mid/Evening shift with hours ranging from 10:30 am to 8:00 pm Monday‑Thursday, 9:30 am to 6:00 pm Fridays, and rotating Saturdays. Must be able to accommodate a full‑time day‑shift training week.

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. Requires clinical skills in phlebotomy, EKG, Holter monitoring, point‑of‑care testing, and specimen collection, and maintains required competency skills.

Phlebotomy

• Performs venipuncture and capillary specimen collection in an ambulatory setting.
• Validates patient identity, specimen integrity, and maintains knowledge of specimen requirements and clinical protocols.
• Documents all stages of specimen collection in required computer systems, including order investigation, specimen receipt, test cancellation, collection list generation, and reconciliation reporting.
• Maintains clinical skills necessary for the duty.
• Completes cleaning tasks in accordance with regulatory standards.
• Performs maintenance and inventory of equipment and supplies per unit standards.

Registration

• Performs complete and accurate patient registration for walk‑ins, check‑ins, and scheduled appointments.
• Adapts and performs effectively during high‑volume or high‑acuity periods.
• Supports inbound and outbound calls, screens and relays messages using established protocols for emergent, urgent, and non‑urgent calls.
• Verifies patient, guarantor, coverage, and hospital account information; processes referral authorizations and enters applicable test orders.
• Understands insurance coverage and referral requirements; performs electronic and manual insurance verification and applies electronic responses accurately.
• Prepares and releases records or orders in the e‑Health record; scans documents into the appropriate medical record.
• Completes assigned patient scheduling and registration work queues according to performance standards; resolves queue issues and missing registration items via the EMR.
• Communicates co‑pay, out‑of‑pocket expense, pre‑appointment preparation, and arrival time information to patients.
• Supports Point of Service Collections and performs all functions needed to collect patient financial obligations.

Additional Clinical Procedures

• EKG
• Holter monitoring
• 24‑hour blood pressure or vital signs monitoring
• Other duties as assigned

Qualifications

• Minimum Required:
  • High school diploma or equivalent.
  • Completion of required educational training with initial competency supervision and yearly competency evaluation.
  • CPR certification (American Heart Association Basic Life Support or equivalent) required within 30 days of hire.
  • 1 year of clerical, customer service, or administrative support experience in a highly customer‑oriented organization.
  • 1 year of basic keyboarding, personal computer use, and office equipment experience.
• Preferred:
  • Previous phlebotomy or registration experience (training will be provided upon hire).
  • 1 year of Epic or equivalent Electronic Medical Record experience.

Benefits

Penn Medicine offers a comprehensive compensation and benefits program, including one of the region’s finest prepaid tuition assistance programs. The organization is committed to the health and well‑being of its employees.