Customer Service Specialist- Sports Medicine- Parkesburg (Full Time/Day 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. Collaboration with top clinical, technical, and business professionals across all disciplines is central to our work. HOURS: Full Time 40 hours a week. Monday through Friday day shift. 8:00am - 5:00pm 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. Coordinated and communicates effectively during increased volumes or with complex patients. Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services. Manages general patient complaints and concerns in a professional manner, escalating more complex issues to the supervisor manager as needed. Understands and supports Point of Service Collections and performs necessary functions to collect patient obligations. Handles referrals to appropriate persons for questions regarding collections, insurance coverages, and financial assistance. Provides patient information 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 accurately applies electronic insurance responses. Prepares and releases records or orders in the e‑Health record, scans documents into the medical record, and sends pertinent information to the imaging or health information management team within established time frames. Completes documentation for compliance and regulatory needs and/or release of orders, retaining knowledge of regulatory requirements pertaining to duties of the position. Screens and accurately relays messages using protocols established for emergent, urgent and non‑urgent calls. Registers unscheduled patients requiring full financial clearance. Completes assigned patient scheduling and registration work queues according to performance standards. Resolves work queue issues and missing registration items via the electronic medical record. May require occasional regional travel for the LGHP role. Mentors and leads other team members during the initial onboarding period at new practices and sites. Completes special projects as assigned. Secondary duties include nasal swabbing and general specimen collection in select departments. Responsibilities Provide complete and accurate patient scheduling and registration services. Adapt and perform effectively during high volume periods and/or high patient acuity. Support inbound/outbound patient communication and manage general patient complaints. Collect patient obligations and support Point of Service Collections. Execute referral authorization processes and order entry for applicable tests. Verify insurance coverage and interpret electronic insurance responses. Maintain accurate records in the e‑Health system and coordinate with imaging or health information management as needed. Ensure compliance with all regulatory and documentation requirements. Relay emergent, urgent and non‑urgent messages accurately. Register unscheduled patients requiring full financial clearance. Manage patient scheduling and registration work queues efficiently. Resolve registration work queue issues electronically. Travel regionally when required (for LGHP or regional positions). Assist new practice sites with onboarding. Participate in special projects as assigned. Perform nasal swabbing and specimen collection as secondary duties. Minimum Qualifications High School Diploma or equivalent GED. At least 1 year of clerical, customer service, or administrative support experience in a highly customer‑oriented environment. At least 1 year experience with basic keyboarding, personal computer use, and other office equipment. For regional positions only: Valid driver’s license required. At least 1 year of registration experience, point of service collection, insurance validation, and understanding of compliance and regulatory guidelines. At least 1 year prior experience in Revenue Cycle in a hospital medical office setting. Previous Epic or equivalent Electronic Medical Record experience. Education or Equivalent Experience High School Diploma or GED (Required). Benefits Comprehensive compensation and benefits program, including a prepaid tuition assistance program. Health and wellness programs designed to support employee health. Other employee benefits as part of the Penn Medicine benefits package. 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. #J-18808-Ljbffr Penn Medicine Lancaster General Health