ED Customer Service Specialist, Part-time

Penn Medicine; Lancaster (Lancaster County); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

$1.50 premium pay

Overnight shift differential

Job summary

Penn Medicine is seeking a Customer Service Specialist for the Emergency Department at Lancaster General Hospital in Lancaster, PA. The role focuses on patient access services, including registration, insurance verification, and visitor management, in a fast-paced ED setting on 2nd shift (3pm–11pm).

Ideal candidates have at least 1 year of clerical or customer service experience, familiarity with EMR systems (Epic preferred), and strong communication skills to support patient care and financial

Qualifications

• High school diploma or GED required.
• 1+ year in clerical, customer service, or administrative role.
• Experience with Epic or comparable EMR preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Register patients in the ED and verify demographics.
• Perform patient arrival processes and armband placement.
• Verify insurance coverage and collect guarantor information.
• Manage visitors and patient paging; communicate care steps.
• Document in EMR and ensure EMTALA compliance.
• Collaborate with ED team to support patient experience.
• Handle cash collections and explain financial responsibilities.

Skills

Communication skills

Customer service

Administrative support

Education

High School Diploma or GED

Tools

Epic EMR

Job description

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?

The Customer Service Specialist provides accurate and efficient patient access services within the Emergency Department, including patient identification, arrival, registration, insurance verification, and visitor management. This role requires strong communication skills and the ability to perform effectively in a fast-paced, high-volume environment, including situations involving complex patient needs or medical/social concerns.

Location – Lancaster General Hospital, 555 N Duke St, Lancaster, PA

Work Schedule:

2nd shift – 3pm to 11pm

Includes $1.50 premium pay and overnight shift differential

Essential Functions

Qualified candidates must be able to perform the following duties, with or without reasonable accommodation:

• Collaborate and communicate effectively with interdisciplinary Emergency Department team members to support patient care and deliver an excellent patient experience
• Accurately manage patient arrival processes (walk-in, EMS, and law enforcement), including identity verification during armband placement
• Perform bedside registration for all patient types, including Fast Care, Main ED, Behavioral Health, and Trauma Bay patients
• Verify and collect patient demographic, insurance, and guarantor information with precision
• Screen, log, and badge visitors in accordance with visitor management policies
• Manage patient paging systems to communicate next steps in care
• Adapt quickly to high-volume and high-acuity situations while maintaining professionalism
• Assist with waiting room support, including patient/visitor communication, comfort measures, and coordination of care flow
• Handle incoming Emergency Department calls, triaging and routing messages appropriately based on urgency
• Address patient and visitor concerns professionally, escalating complex issues as needed
• Support point-of-service collections and explain financial responsibilities to patients
• Verify insurance coverage electronically and manually, accurately interpreting responses
• Scan identification and insurance documentation into the electronic medical record (EMR)
• Ensure completion of required documentation and compliance with regulatory standards (including EMTALA)
• Manage assigned work queues and resolve registration discrepancies within the EMR system

Minimum Qualifications

• High School Diploma or GED required
• Minimum of 1 year of experience in a clerical, customer service, or administrative role in a customer-focused environment
• Minimum of 1 year of experience with basic computer systems, including keyboarding and standard office equipment
• Minimum of 1 year of experience in patient registration, insurance verification, or point-of-service collections
• Knowledge of healthcare compliance and regulatory guidelines
• Experience with Epic or a comparable electronic medical record system preferred

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.