Contact Center Specialist I - Lancaster General Hospital - Specialty Scheduling

Penn Medicine is dedicated to providing the highest level of patient care, conducting innovative research, and educating future leaders in medicine. Position Summary The Contact Center Specialist is responsible for complete and accurate scheduling, registration, insurance verification, ordering of tests, and coordination of physician office and outpatient hospital services to support patients’ needs. Responsibilities Provide complete and accurate scheduling, registration, insurance verification, ordering of tests, and coordination of applicable physician office and outpatient hospital services. Schedule Lab, Xray, EKG, DEXA, Breast Imaging appointments. Accurately enter ancillary orders and insurance information; determine referral/authorization requirements and update the system. Interpret electronic verification responses and update the system accordingly. Address phone calls for Family Medicine and Specialty Medicine physician offices, scheduling appointments, creating encounters, and transferring calls to Triage. Adhere to escalation protocols, ensuring patient safety (e.g., schedule, transfer, call 911). Create and send telephone and triage encounters using professional language. Collaborate with clinical and non‑clinical staff to address patient needs in a timely manner. Provide customer service, adapt to frequent procedural changes, and maintain a positive, professional demeanor. Document patient charts clearly and concisely. Complete additional duties and special projects assigned by management. Qualifications High school diploma or equivalent GED (required). Minimum 3 years clerical, customer service, or administrative support experience in a highly customer‑oriented organization. 1 year medical office or hospital outpatient scheduling/registration experience. 1 year electronic medical record experience. 1 year revenue cycle experience in a medical office or hospital setting. Strong attention to concentration and ability to multitask. Capacity to learn new tasks quickly, retain information, and apply detailed instructions. Proficient problem‑solving, reasoning, and creative thinking skills. Adaptability to variety and change, performing duties efficiently across varied tasks and environments. Education H.S. Diploma/GED (required). Location Lancaster General Hospital Benefits Comprehensive compensation and benefits program, including a tuition assistance program, health and wellness support, and other employee wellness resources. Equal Opportunity Employer 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, protected veteran status or any other status protected by applicable law. #J-18808-Ljbffr