Customer Service Specialist- Cardiology (Full Time/Day Shift)

Penn Medicine-posted 4 months ago
Full-time • Entry Level
Lancaster, PA
Ambulatory Health Care Services
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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. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work? The position 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.

  • Performs complete and accurate patient registration including but not limited to: walk in, check-in, and or scheduled.
  • Demonstrates ability to successfully adapt and perform during times of high volumes and or high patient acuity.
  • Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services.
  • Effectively manages general patient complaints concerns in a professional manner, escalating more complex issues to supervisor manager as needed.
  • Understands and supports Point of Service Collections.
  • Performs all necessary functions needed to collect patient obligations.
  • Refers patient to appropriate person for questions regarding; collections, insurance coverages, and financial assistance.
  • Disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, etc.
  • 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.
  • Completes documentation for compliance and regulatory needs and or release of orders.
  • Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls.
  • Demonstrates ability to register unscheduled patients requiring a full financial clearance.
  • 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.
  • For LGHP, this role may necessitate occasional regional travel.
  • Assists at new practices and sites by mentoring and leading other team members during the initial onboarding period.
  • Special projects as assigned.
  • High School Diploma or equivalent GED.
  • One year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
  • One year experience with basic keyboarding, personal computer use, and other office setting equipment.
  • For Regional Positions only - Valid driver's license is required.
  • One year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines and order release processes.
  • One year prior experience of Revenue Cycle in a Hospital Medical Office Setting.
  • Previous Epic or equivalent Electronic Medical Record experience.
  • Comprehensive compensation and benefits program including prepaid tuition assistance.
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