Customer Service Specialist Lancaster County Crisis Walk In Center (Full Time/Day Shift some Evenings)

Lancaster General Health • Lancaster, PA

400d

About The Position

The position involves providing comprehensive patient identification, registration, insurance verification, and visitor management within the Emergency Department. The role requires effective communication and coordination during high-volume situations, ensuring a positive patient experience and facilitating care in a fast-paced environment.

Requirements

• High School Diploma or equivalent (GED).
• One year of clerical, customer service, or administrative support experience in a customer-oriented organization.
• One year of experience with basic keyboarding and personal computer use.

Nice To Haves

• One year of registration experience, point of service collection, and insurance validation.
• Previous Epic or equivalent Electronic Medical Record experience.

Responsibilities

• Work collaboratively with the interdisciplinary team to enhance patient experience and care.
• Perform accurate patient arrival and identity verification during the arm banding process.
• Screen, log, and badge patient visitors in accordance with visitor management policies.
• Manage the patient paging system to inform patients and visitors of next steps in care.
• Conduct complete bedside patient registration, verifying demographics and insurance information.
• Register trauma patients in the Trauma Bay, ensuring accurate identification verification.
• Adapt and perform effectively during high volumes and high patient acuity situations.
• Assist patients and visitors with waiting room management tasks and provide comfort measures.
• Facilitate Emergency Department phone calls and relay messages accurately.
• Manage general patient complaints and escalate complex issues as needed.
• Support Point of Service Collections and perform necessary functions to collect patient obligations.
• Refer patients for questions regarding collections, insurance, and financial assistance.
• Verify insurance coverage and apply electronic insurance responses accurately.
• Scan legal ID and insurance cards into the medical record.
• Complete documentation for compliance and regulatory needs, including obtaining required signatures.
• Resolve work queue issues and missing registration items via electronic medical record.

Benefits

• 100% Tuition Assistance at The Pennsylvania College of Health Sciences
• Paid Time Off and Paid Holidays
• Shift, Weekend and On-Call Differentials
• Health, Dental and Vision Coverage
• Short-Term and Long-Term Disability
• Retirement Savings Account with Company Matching
• Child Care Subsidies
• Onsite Gym and Fitness Classes

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED