Customer Service Specialist - The Heart Group (full Time/day Shift)

Penn Medicine Patient Registration Specialist

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?

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 health information management team within 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.

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 experience with basic keyboarding, personal computer use, and other office setting equipment.
• For Regional Positions only - Valid driver's license is required.
• One year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines and order release processes.
• One year prior experience of Revenue Cycle in a Hospital Medical Office Setting.
• Previous Epic or equivalent Electronic Medical Record experience.

Attention Concentration: The position requires the ability to attend to a specific stimulus without being distracted by extraneous environmental stimuli. The individual must be able to attend to environmental detail with the ability to separate essential from non-essential or irrelevant stimuli. The attention skills required are generally considered to be automatic - passive, but focused with an intact capacity for select perception.

New Learning and Memory: A large portion of this position required reliance on verbal memory and new learning. Efficiency in processing of verbal information, either in written or spoken form, is a major requirement and prerequisite of the job. The individual must be able to attend to and process multiple bits of information simultaneously. The individual must be able to organize and categorize this information effectively so that later recall is feasible.

Problem Solving, Reasoning and Creative Thinking: The requirement for autonomous problem solving or creativity of thought in the position is minimal. Problems encountered tend to involve a few concrete variables in or from standardized situations. Typically involves adhering to a chart or set procedure.

Repetitive work: Ability to continuously perform the same type of work for extended periods of time, according to set procedures, sequence or pace.

Performing under stressful conditions: Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations, or in situations in which working speed and sustained attention are critical aspects of the job. Is subject to danger or risk, or to tension as a regular, consistent part of the job.

Variety and change: Ability to 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.

Communication: Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.

Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.

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.