Phlebotomy and Customer Service Specialist Float (Per Diem Day & Evening Shifts)

About the role

Penn Medicine is dedicated to its tripartite mission of providing the highest level of care to patients, 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. Employees shape the future each day.

Location

Float Position. The role primarily floats between labs that need assistance Monday‑Friday with a weekend rotation. Labs include Columbia, County Line, Crooked Oak, Downtown Pavilion, Ephrata, Harrisburg Ave, Kissel Hill, Lebanon, Lincoln, Manheim, Norlanco, Parkesburg, Suburban Pavilion, Walter L. Aument, and Willow Lakes.

Schedule

Per Diem hours between 6:00 am – 8:00 pm. Flexible selection of hours is possible, but the employee must have flexibility for call‑offs, vacations, etc. Mandatory full‑time day‑shift training must be completed during the first 6‑8 weeks of employment.

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. This position requires clinical skills in phlebotomy, EKG, holter monitors, point‑of‑care testing, and specimen collection, and maintains required competency skills.

Duties

Phlebotomy:

• Performs venipuncture and capillary specimen collection in an ambulatory setting.
• Validates patient identity, specimen integrity, and maintains working knowledge of specimen requirements and all clinical protocols.
• Documents all stages of specimen collection in required computer systems, including investigating and processing orders, “receiving” specimens, canceling tests, running collection lists, and producing and using reconciliation reports.
• Maintains clinical skills necessary to perform the job.
• Completes cleaning tasks utilizing regulatory standards.
• Performs maintenance and/or inventory of equipment and supplies according to unit/department standards.

Registration:

• Performs complete and accurate patient registration, including walk‑in, check‑in, and scheduled appointments.
• Adapts and performs effectively during high volumes or high patient acuity.
• Services both inpatient and outpatient settings, if necessary.
• Supports inbound and outbound calls to/from patients, guests, or appropriate parties as needed.
• Screens and accurately relays messages using protocols for emergent, urgent, and non‑urgent calls.
• Verifies patient, guarantor, coverage, and hospital account information.
• Performs required referral authorization processes and enters orders for applicable tests.
• Understands insurance coverage and referral authorization requirements of payors.
• Performs electronic and manual verification of insurance coverage and accurately applies electronic insurance responses.
• Prepares and/or releases records or orders in the e‑Health record; scans all necessary documents into the appropriate medical record.
• Recognizes the importance of patient medical information documented on paper.
• Completes assigned patient scheduling and registration work queues according to performance standards.
• Resolves work‑queue issues and missing registration items via the electronic medical record.
• Discusses co‑pays, out‑of‑pocket expenses, pre‑appointment preparation, arrival times, etc., with patients.
• Supports Point‑of‑Service collections and performs all functions needed to collect patient financial obligations.

Additional clinical procedures (secondary to primary duties):

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

Minimum Required Qualifications

• High school diploma or equivalent.
• Completion of educational requirements, additional formal education training; maximum supervision for initial competency; yearly competency evaluation and training.
• CPR Certification – American Heart Association Basic Life Support (required within 30 days of hire; former Healthcare Provider/AHA Heart Saver courses are not accepted).
• One year of clerical, customer service, or administrative support experience in a highly customer‑oriented organization.
• One year of experience with basic keyboarding, personal computer use, and other office‑setting equipment.

Preferred Qualifications

• Previous phlebotomy or registration experience (training will be provided upon hire).
• One year of Epic or equivalent Electronic Medical Record experience.