Lancaster General Health Contact Center Specialist -Centralized Scheduling-Burle Bldng (20 hours/week, 1st shift) in Lancaster, Pennsylvania
Lancaster General Hospital
2022 Sched/Insurance Validation
PFS Contact Center-Centralized Scheduling
20 hours/week. Monday-Friday 8 am to 12 pm. Occasional Saturdays.
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POSITION SUMMARY: The Contact Center Specialist provides complete and accurate patient scheduling, registration, insurance verification, ordering of tests and coordination of applicable screening, diagnostic, physician office and outpatient hospital services. This position assists customers with their stated and unstated needs by offering guidance and support, while making personal connections with each customer.
ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:
Provides customer service by identifying and addressing customer needs and builds positive interpersonal relationships with customers and team members. Uses sound judgment in handling calls, especially with difficult interactions. Engages personally with the patient and demonstrates strong interpersonal skills via empathy, compassion, and celebration when appropriate.
Demonstrates ability to successfully adapt and perform during times of high contact volumes, excessive wait times, and patient acuity, as well as adapt to frequent changes to procedures and workflows. Demonstrates skills to serve both outpatient and physician office customers, as needed.
Interviews customer to collect and document accurate and comprehensive registration information including first level financial clearance. Performs required referral/authorization processes and enters orders for applicable tests.
Demonstrates knowledge of 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.
Schedules appointments that meet the customer’s needs while following all departmental and organizational guidelines; disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, appropriate attire to wear, directions to sites, and any other instructions.
Actively monitors and completes workqueues including but not limited to patient, outreach, and referral workqueues.
Exhibits commitment to using all available training and reference materials, as well as, effective problem solving techniques when issues arise. Takes initiative to seek out any missed training or educational updates that may have occurred during absence.
Remains up-to-date with scheduling and department protocols, including but not limited to escalation protocols, insurance/authorization rules, and practice-specific guidance for scheduling. Demonstrates ability to retain and apply these protocols before seeking out assistance.
Documents in patients’ charts clearly and concisely, using all available tools, including non-clinical chart review, to provide appropriate and accurate information to customers.
Notifies appropriate leadership channels, when necessary, of any escalated scheduling needs or issues and keeps them informed of all extenuating circumstances.
Meets the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and adherence to schedule. Contributes ideas for departmental and process improvement. Celebrates the successes of coworkers by recognizing their contributions.
High school diploma or equivalent required.
One (1) year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
One (1) year experience with keyboarding, personal computer use, and other office setting equipment.
Three (3) years of clerical, customer service, or administrative support experience in a highly customer-oriented organization preferred.
One (1) year of registration experience, point of service collection, insurance validation, understanding of compliance /regulatory guidelines and order release process(es) preferred.
One (1) year of Epic (or equivalent Electronic Medical Record) experience preferred.
One (1) year prior experience of Revenue Cycle in a Hospital/Medical Office Setting preferred.
Penn Medicine Lancaster General Health, at http://lancastergeneralhealth.org/LGH/ a member of the University of Pennsylvania Health System (Penn Medicine), at https://www.pennmedicine.org/ is a 631-licensed bed not-for-profit health system with a comprehensive network of care encompassing Lancaster General Hospital (LGH), Women & Babies Hospital and the Lancaster Rehabilitation Hospital (in partnership with Kindred Healthcare) . Our membership in Penn Medicine brings together the strengths of a world-renowned, not-for-profit academic medical center and a nationally recognized, not-for-profit community healthcare system.
Outpatient services are provided at the Downtown Outpatient and Suburban Outpatient Pavilions, along with additional outpatient centers and Express and Urgent Care locations throughout the region. Lancaster General Health Physicians is a network of more than 300 primary-care and specialty physicians, at more than 40 offices throughout the region . Pennsylvania College of Health Sciences is a private, co-educational, Middle States-accredited four-year college offering a variety of associate and baccalaureate degree and certification programs in healthcare.
A four time designated Magnet hospital for nursing excellence, Penn Medicine Lancaster General Health has been recognized regionally and nationally for clinical excellence and patient safety; and ranked nationally by U.S. News & World Report as one of the nation’s best hospitals in 2015-16 in three specialties. It is also one of only seven hospitals in the country with all of the following distinctions:
5 Star Rating on Medicare.gov Hospital Compare
Healthgrades America’s 50 Best Hospitals 2017 at https://www.healthgrades.com/hospital-directory/pennsylvania-pa/lancaster-general-hospital-hgst7169e6a6390100
Leapfrog Hospital Safety Grade A
US News List of High Performing Hospitals at https://health.usnews.com/best-hospitals/area/pa/lancaster-general-hospital-6231120
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