ED Customer Service Specialist (Part Time/Evening Shift)

Penn Medicine, University of Pennsylvania Health System; Lancaster (Lancaster County); On-site; USD 21,000 - 33,000; Part time

Job summary

Penn Medicine's Lancaster General Hospital in Lancaster, PA is seeking an ED Registration Clerk for the Emergency Department. The part-time role handles patient identification, arrival, insurance verification and visitor management, coordinating with the care team in a high-volume setting.

Evening shift from 3 pm to 11 pm, Monday–Friday with every other weekend and holiday; includes weekend/holiday coverage and mandatory training completion.

Qualifications

• High School Diploma or GED is required.
• One year of clerical, customer service or administrative support experience.
• One year of registration experience, point of service collection, insurance verification or related tasks.

Responsibilities

• Provide complete patient identification, arrival, registration and insurance verification in the Emergency Department.
• Coordinate care and communicate effectively during high volumes with patients and families.
• Handle bedside registration including demographics, contacts and insurance information.
• Manage visitor management, paging and transfer coordination in a fast-paced ED setting.
• Assist with front desk phone calls and relay messages per protocol.
• Support compliance and regulatory needs and assist in queue management.

Skills

Clerical experience

Customer service

Registration experience

Education

HS Diploma/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.

Location: Lancaster, PA (Emergency Department Registration Lancaster General Hospital)

Hours: Part Time (24 hours/week) Evening Shift. Hours Monday-Friday between 3 pm and 11 pm. Every other weekend. Every other holiday. Must be able to complete first week of full time training.

ED REGISTRATION PREMIUM PAY!

Summary

• Position Summary: Provides complete and accurate patient identification, arrival, registration, insurance verification and visitor management within the Emergency Department. Capable of coordinating and communicating effectively during increased volumes, with complex patients or medical social situations.
• Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:
• Work collaboratively and communicate effectively with members of the interdisciplinary team within the Emergency Department to provide excellent patient experience and facilitate care.
• Performs accurate patient arrival via walk in, EMS or law enforcement. This includes active verification of identity during arm banding process.
• Screening, logging and badging of patient visitors in Visitor Management system in accordance with the visitor management policies.
• Manage patient paging system process to inform patients and visitors of next steps in care.
• Performs complete and accurate bedside patient registration including all areas of the ED Fast Care, Main, Behavioral Health including verification of demographics, emergency contacts, guarantor information and other hospital account information which may also include insurance coverage.
• Bedside registration of trauma patients in the Trauma Bay which includes active verification of patient identification with patients and or families. This may include collaboration with clinical staff, law enforcement, EMS, etc. in a high stress fast-paced environment.
• Demonstrates ability to successfully adapt and perform during times of high volumes and or high patient acuity. Demonstrates skills to serve both stable and critical patients while remaining professional.
• Engage in assisting patients and or visitors in waiting room management tasks including transfer in out of cars, making phone calls, providing comfort measures, informing of delays wait times and rooming process.
• Facilitate all Emergency Department phone calls at front desk and assist or transfer call as necessary. Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls.
• Effectively manages general patient complaints concerns in a professional manner, escalating more complex issues to clinical staff, or registration leadership 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.
• Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses.
• Scans legal ID and insurance cards into appropriate medical record.
• Completes documentation for compliance and regulatory needs including obtaining signatures on required documents. Retains knowledge and abides by all regulatory requirements such as EMTALA pertaining to duties of position and overall operations as applicable .
• Completes assigned registration work queues according to performance standards.
• Ability to resolve work queue issues and missing registration items via electronic medical record.
• The following duties are considered secondary to the primary duties listed above:
• Other duties as assigned.

Qualifications

• High School Diploma or equivalent GED . (required)
• One 1 year of clerical, customer service, or administrative support experience in a highly customer-oriented organization. (required)
• One 1 year experience with basic keyboarding, personal computer use, and other office setting equipment.(required)
• One 1 year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines. (preferred)
• Previous Epic or equivalent Electronic Medical Record experience. (preferred)

Education or Equivalent Experience

• H.S. Diploma/GED (Required)

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.