Phlebotomy and Customer Service Specialist (Full Time/Early Day Shift)

About the role

This position is located at Lancaster General Hospital Downtown Pavilion in Lancaster, PA. Hours are Monday through Friday: 5:45 AM – 12:45 PM, every third Saturday: 5:45 AM – 12:00 PM (closed on major holidays).

Responsibilities

• 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.
• Maintains required competency skills in phlebotomy, EKG, holter monitors, point-of-care testing and specimen collection.
• Completes cleaning tasks utilizing regulatory standards.
• Maintains clinical skills necessary to perform duty job.
• Performs maintenance and or inventory of equipment and supplies according to unit department standards.
• 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.
• Supports inbound and outbound calls to or from patients, guests, or appropriate parties as needed to provide services.
• Screens and accurately relays messages using protocols established 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 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.
• 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.
• Disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, etc.
• Understands and supports Point of Service Collections.
• Performs all necessary functions needed to collect patient financial obligations.

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 AHA Basic Life Support.
• One 1 year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
• One 1 year experience with basic keyboarding, personal computer use, and other office setting equipment.
• Previous phlebotomy or registration experience (training will be provided upon hire).
• One 1 year of Epic or equivalent Electronic Medical Record experience.

Skills

• Ability to perform phlebotomy, EKG, holter monitors, point-of-care testing and specimen collection.
• Effective communication skills.
• Basic computer skills.

Benefits

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.