Customer Service Representative-Patient Access and Support Services

Luminis Health • Annapolis, MD

7d • $18 - $26

About The Position

The Customer Service Representative communicates professionally with patients, medical staff, hospital staff, and visitors, providing customer service consistent with AAMC policies and practices. The role accurately obtains and processes patient demographic, insurance, and medical information for registration, admission, and financial purposes, with a 98% accuracy rate expected in accordance with Best Practice Standards.

The representative manages assigned work independently, including registrations, insurance verification, work queues, and other tasks; answers and routes phone inquiries; explains patient financial responsibilities and collects payments; and consistently registers patients face-to-face. The role also assists with training new staff, stays informed about departmental and hospital-wide changes, participates in team performance reviews, monitors and corrects work queues, and demonstrates the ability to perform job functions during downtime or disaster conditions.

Employees are expected to follow department and organizational policies, including attendance, attire, readiness for work, work schedules, and personal electronic device policies. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The job description is an overview rather than an exhaustive list, and supervisors may assign other necessary duties. Benefit offerings depend on employment status.

Requirements

• High school diploma or GED.
• Typing speed of at least 20 words per minute.
• Excellent communication skills.
• Working knowledge of basic computer skills and web-based applications.
• If serving as a bilingual or multilingual interpreter, certification in Medical Interpretation is required to perform qualified interpreter duties.

Nice To Haves

• Two years of previous registration or insurance experience in a healthcare environment.
• Knowledge of medical terminology.

Responsibilities

• Communicate professionally with patients, medical staff, hospital staff, and visitors while providing customer service consistent with organizational policies and practices.
• Accurately obtain and process patient demographic, insurance, and medical information for registrations, admissions, and financial purposes, maintaining an expected 98% accuracy rate.
• Follow department and organizational compliance policies, including policies relating to attendance, attire, readiness for work, work schedules, and personal electronic devices.
• Answer phone calls courteously and professionally according to department guidelines, respond to inquiries, and refer calls as appropriate.
• Independently prioritize workflow, including work queue management, patient registrations, insurance verification, and other assigned tasks, to meet deadlines and maximize productivity.
• Communicate financial responsibilities to patients and collect payments accordingly.
• Consistently register patients face-to-face.
• Assist with training and orientation of new staff.
• Stay informed about departmental issues and hospital-wide changes by attending appropriate meetings and in-services and reviewing relevant written and electronic materials.
• Monitor and correct department work queues daily.
• Participate in team performance reviews.
• Understand downtime and disaster procedures and demonstrate the ability to perform job functions under those conditions.

Benefits

• Medical, dental, and vision insurance.
• Retirement plan, with employer match for employees who work more than 1,000 hours in a calendar year.
• Paid time off.
• Tuition assistance benefits.
• Employee referral bonus program.
• Paid holidays, disability coverage, and life/AD&D coverage for full-time employees.
• Wellness programs.
• Employee assistance programs.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED