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

Penn Medicine, University of Pennsylvania Health System; Lancaster (Lancaster County); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading academic medical center is seeking a Customer Service Specialist in Behavioral Health. This full-time position involves patient scheduling, registration, and insurance verification, requiring strong communication skills and attention to detail. Join a collaborative team dedicated to providing top-notch patient care.

Benefits

Comprehensive compensation

Tuition assistance

Qualifications

• At least 1 year of clerical, customer service, or administrative support experience.
• Experience with Revenue Cycle in a hospital or medical office setting.

Responsibilities

• Provides patient scheduling, registration, insurance verification, and coordination of services.
• Support inbound and outbound calls, manage patient complaints professionally.

Skills

Communication

Problem-solving

Attention to detail

Education

High School Diploma or GED

Tools

Epic

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, University of Pennsylvania Health System

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

• Position Summary: Provides patient scheduling, registration, insurance verification, test ordering, and coordination of services. Capable of effective communication during high volumes or with complex patients.
• Qualified individuals must be able to perform duties with or without reasonable accommodation:
• Complete patient registration including walk-ins, check-ins, or scheduled appointments.
• Adapt and perform during high volumes or high patient acuity, servicing hospital and physician office patients as assigned.
• Support inbound and outbound calls, manage patient complaints professionally, escalate issues as needed.
• Support Point of Service Collections and perform functions to collect patient obligations.
• Refer patients for questions on collections, insurance, or financial assistance.
• Discuss co-pays, out-of-pocket expenses, pre-appointment prep, and arrival times with patients.
• Verify patient, guarantor, coverage, and hospital account info; perform referral authorizations and order entries.
• Understand insurance coverage and authorization requirements; verify coverage electronically and manually.
• Manage records in the e-Health record, scan documents, and ensure timely documentation.
• Complete compliance and regulatory documentation; adhere to all applicable regulations.
• Screen and relay messages using established protocols for various call urgencies.
• Register unscheduled patients requiring full financial clearance.
• Complete work queues per performance standards, resolve issues via electronic records.
• Regional travel may be required, including support at new sites and mentorship during onboarding.
• Assist with specimen collection in select departments and perform other duties as assigned.

Responsibilities

• Minimum Qualifications:
• High School Diploma or GED
• At least 1 year of clerical, customer service, or administrative support experience in a customer-oriented setting.
• At least 1 year of experience with basic computer use and office equipment.
• For regional roles, a valid driver’s license is required.
• At least 1 year of registration, point of service collection, insurance validation, and order release experience.
• Experience with Revenue Cycle in a hospital or medical office setting.
• Previous Epic or equivalent EMR experience.
• Attention to detail and ability to focus amid environmental stimuli.
• Ability to process verbal information, organize, and recall details efficiently.
• Problem-solving skills with minimal autonomous decision-making required.
• Ability to perform repetitive tasks, work under stress, adapt to change, communicate clearly, and maintain interpersonal relationships.

Credentials

Education or Equivalent Experience: High School Diploma/GED (Required)

Additional Information

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 a commitment to our mission. Penn Medicine is an Equal Opportunity employer.