Contact Center Specialist I (Primary Care Specialty) - Lancaster General Hospital

Description 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? Summary: Primary Care Specialty unit Position Summary: The Contact Center Specialist provides complete and accurate scheduling, registration, insurance verification, ordering of tests and coordination of applicable physician office and outpatient hospital services. This position assists patients with their stated and unstated needs by offering guidance and support while ensuring personal connections with each patient are made. Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties: The Contact Center Specialist I is fully trained in one of the two phases I or III outlined below. Phase I: Schedule Lab, Xray, EKG, DEXA and Breast Imaging appointments; Accurately enter ancillary orders; Recognize and obtain the key items required when entering orders such as the ordering provider and the diagnosis codes; Accurately obtain and enter the patient’s insurance information; Determine whether an appointment will require an insurance referral or authorization and enter into system upon receipt to ensure insurance payment is received; Read and interpret the electronic verification responses received for insurance and update the system according to the responses. Phase III: Address phone calls for Family Medicine and Specialty Medicine physician offices which may include scheduling appointments, creating encounters, transferring calls to Triage; Schedule appointments in accordance to the instructions within the internal resource guide; Adhere to the approved Escalation Protocols by prompting the patient with additional questions to determine the best course of action for the patient’s safety (i.e. schedule an appointment, transfer to Triage Nurse, call 911); Create and send telephone and triage encounters to physician offices using professional grammar and language to accurately relay the patient’s message; Collaborate with both clinical and non-clinical physician office staff to ensure patient needs are addressed in a timely manner; Obtain the patient’s insurance information to confirm participation and coverage. The following duties are considered secondary to the primary duties listed above: Provide customer service by identifying and addressing patients’ needs through engaging personally and demonstrating strong interpersonal skills. Demonstrate the ability to successfully adapt to frequent changes of procedures, protocols and workflows. Document in patients’ charts clearly and concisely to provide appropriate and accurate information to clinical personnel. Completes other duties and special projects that are assigned by management. Responsibilities Minimum Required Qualifications: High school diploma or equivalent GED. One year of clerical, customer service, or administrative support experience in a highly customer oriented organization. One year of experience with keyboarding, personal computer use, and other office equipment. Three years of clerical, customer service, or administrative support experience in a highly customer oriented organization. One year of medical office or hospital outpatient scheduling registration experience. One year of electronic medical record experience. One year of prior revenue cycle in a medical office or hospital setting. Attention Concentration: Must be able to attend to more than one aspect of a situation simultaneously; multiple task demands likely required at the same time. New Learning and Memory: Must be able to learn new tasks quickly and effectively; ability to understand and carry out detailed, involved instructions is mandatory. Problem Solving, Reasoning and Creative Thinking: Must think to solve problems by combining two or more elements from past experience or imaginative thought; independent thought, planning or origination of options and solutions necessary. Adaptability: Must perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure, involving significant differences in technologies, techniques, procedures, environmental factors, physical demands or work situations. Credentials Education or Equivalent Experience H.S. Diploma/GED (Required) 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. #J-18808-Ljbffr Penn Medicine