Customer Service Specialist- Behavioral Health Specialist (Full Time/Day Shift)

Penn Medicine Lancaster General Health; Lancaster (Lancaster County); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading academic medical center is seeking a Customer Service Specialist- Behavioral Health Specialist to join their team. This full-time role involves providing comprehensive support for patient scheduling, registration, and insurance processes, ensuring a seamless experience for patients. Ideal candidates possess strong customer service and communication skills, with a commitment to excellence in patient care.

Benefits

Comprehensive compensation

Tuition assistance

Benefits

Qualifications

• One year of clerical, customer service, or administrative support experience in a customer-oriented organization.
• Experience with basic keyboarding, computer use, and office equipment.
• For regional positions, valid driver’s license is required.

Responsibilities

• Provides complete and accurate patient scheduling, registration, and insurance verification.
• Coordinates communication during increased volumes or with complex patients.
• Handles general patient complaints/concerns professionally.

Skills

Customer Service

Communication

Insurance Verification

Problem Solving

Education

High School Diploma or equivalent (GED)

Tools

Epic or equivalent EMR

Job description

Customer Service Specialist- Behavioral Health Specialist (Full Time/Day Shift)

Join to apply for the Customer Service Specialist- Behavioral Health Specialist (Full Time/Day Shift) role at Penn Medicine Lancaster General Health.

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?

HOURS: 40 hrs/wk - Monday - Friday 8:00am - 5:00pm

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 walk-in, check-in, and scheduled appointments.
• Demonstrates ability to adapt and perform during high volumes and/or high patient acuity, servicing both hospital and physician office patients.
• Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services. Manages general patient complaints/concerns professionally, escalating complex issues as needed.
• Understands and supports Point of Service Collections, performing necessary functions to collect patient obligations.
• Refers patients to appropriate personnel for questions regarding collections, insurance coverage, and financial assistance.
• Discusses information with patients regarding co-pays, out-of-pocket expenses, pre-appointment preparation, and arrival times.
• Verifies patient, guarantor, coverage, and hospital account information. Performs referral/authorization processes and enters orders for tests.
• Understands insurance coverage and referral/authorization requirements. Performs electronic and manual verification of insurance coverage, accurately applying electronic responses.
• Prepares and releases records or orders in the e-Health record. Scans necessary documents into the medical record and sends pertinent information for imaging or health information management.
• Completes documentation for compliance and regulatory needs, abiding by all relevant regulations.
• Screens and relays messages using protocols for emergent, urgent, and non-urgent calls.
• Registers unscheduled patients requiring full financial clearance.
• Completes patient scheduling and registration work queues according to standards, resolving issues as needed.
• For LGHP, occasional regional travel may be required.

For Regional Positions:

• Travels regularly within the region to support operational needs.
• Mentors and leads new team members during onboarding.
• Performs special projects as assigned.

Job Requirements

MINIMUM REQUIRED QUALIFICATIONS:

• High School Diploma or equivalent (GED).
• One year of clerical, customer service, or administrative support experience in a customer-oriented organization.
• One year of experience with basic keyboarding, computer use, and office equipment.
• For Regional Positions only – Valid driver’s license is required.

Preferred Qualifications:

• One year of registration experience, point of service collection, insurance validation, compliance/regulatory knowledge, and order release processes.
• One year of Revenue Cycle experience in a hospital/medical office setting.
• Previous Epic or equivalent EMR experience.

We believe that the best care for our patients starts with the best care for our employees. Our benefits include comprehensive compensation, tuition assistance, and more. Penn Medicine is an Equal Opportunity employer.