ED Customer Service Specialist Crisis Walk-in Center (Part Time/Day Shift)

ED Customer Service Specialist Crisis Walk-In Center (Part 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. 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?

Location: Lancaster, PA (Lancaster General Hospital Emergency Department Crisis Walk-In Center)

Hours: Part Time (28 hours/week) Day Shift. Every weekend (Sat & Sun), varying weekday shifts/flexible (primarily Monday and Friday). No holidays. Must be able to complete full time day shift training the first week of employment.

$1.50/hour extra ED Registration Premium Pay

Summary:

• Position Summary: Provides complete and accurate patient identification, arrival, registration, insurance verification and visitor management within the Emergency Department. Capable of coordinating and communicating effectively during increased volumes, with complex patients or medical social situations.
• Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:
• Work collaboratively and communicate effectively with members of the interdisciplinary team within the Emergency Department to provide excellent patient experience and facilitate care.
• Performs accurate patient arrival via walk in, EMS or law enforcement. This includes active verification of identity during arm banding process.
• Screening, logging and badging of patient visitors in Visitor Management system in accordance with the visitor management policies.
• Manage patient paging system process to inform patients and visitors of next steps in care.
• Performs complete and accurate bedside patient registration including all areas of the ED Fast Care, Main, Behavioral Health including verification of demographics, emergency contacts, guarantor information and other hospital account information which may also include insurance coverage.
• Bedside registration of trauma patients in the Trauma Bay which includes active verification of patient identification with patients and or families. This may include collaboration with clinical staff, law enforcement, EMS, etc. in a high stress fast-paced environment.
• Demonstrates ability to successfully adapt and perform during times of high volumes and or high patient acuity. Demonstrates skills to serve both stable and critical patients while remaining professional.
• Engage in assisting patients and or visitors in waiting room management tasks including transfer in out of cars, making phone calls, providing comfort measures, informing of delays wait times and rooming process.
• Facilitate all Emergency Department phone calls at front desk and assist or transfer call as necessary. Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls.
• Effectively manages general patient complaints concerns in a professional manner, escalating more complex issues to clinical staff, or registration leadership 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.
• Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses.
• Scans legal ID and insurance cards into appropriate medical record.
• Completes documentation for compliance and regulatory needs including obtaining signatures on required documents. Retains knowledge and abides by all regulatory requirements such as EMTALA pertaining to duties of position and overall operations as applicable.
• Completes assigned registration work queues according to performance standards.
• Ability to resolve work queue issues and missing registration items via electronic medical record.
• The following duties are considered secondary to the primary duties listed above:
• Other duties as assigned.

Responsibilities:

• 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.

Preferred Qualifications:

• One 1 year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines.
• 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.