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Lancaster General Health Customer Service Specialist-Emergency Registration- Lancaster General Hospital- (20 hours/week, 1st shift) in Lancaster, Pennsylvania

Company

Lancaster General Hospital

Cost Center

4560 Emergency Medicine

Supervisory Organization

Admissions Office- Registration Emergency Department

Grade

G07

Summary

20 hours/week. Hours vary Monday-Friday between 6:45 am and 3:15 pm. Every other weekend. Every other holiday.

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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.

ESSENTIAL FUNCTIONS: 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 heath information management team with in 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.

QUALIFICATIONS:

  • 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.

  • For Regional Positions only – Valid driver’s license is required.

  • 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 prior experience of Revenue Cycle in a Hospital/Medical Office Setting preferred.

  • Previous Epic or equivalent Electronic Medical Record experience 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

EOE Race/Color/Sex/Sexual Orientation/Gender Indentity/Disability/Vet

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