Customer Service Associate

Customer Service Specialist- Quentin Family Medicine (Part Time/Day & Evening Shift)

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?

HOURS: Part-Time 32 hours a week. Monday through Friday day and evening shift. Saturday rotation 8:00am-12:00pm

Position 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.
• Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:
• 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. Demonstrates skill to service both hospital and physician office patients, as assigned.
• 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. Understands the importance of patient's medical information that is documented on paper. Sends all pertinent information to document imaging or heath information management team with in the established time frames.
• Completes documentation for compliance and regulatory needs and or release of orders. Retains knowledge and abides by all regulatory requirements pertaining to duties of position and overall operations as applicable.
• 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.
• For Regional Positions:
• Travels regularly to various sites within the region to support operational needs as listed above.
• Assists at new practices and sites by mentoring and leading other team members during the initial onboarding period.
• Special projects as assigned.
• The following duties are considered secondary to the primary duties listed above:
• Nasal swabbing and general specimen collection may be required in select departments.
• Other duties as assigned.

Responsibilities:

• Minimum Required Qualifications:
• High School Diploma or equivalent GED.
• 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.
• For Regional Positions only - Valid driver's license is required.
• One 1 year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines and order release process es.
• One 1 year prior experience of Revenue Cycle in a Hospital Medical Office Setting.
• Previous Epic or equivalent Electronic Medical Record experience.

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. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.