Lead Customer Service Specialist, Full-time

Penn Medicine; Lancaster (Lancaster County); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Premium pay

Overnight shift differential

Job summary

Penn Medicine's Lancaster General Hospital is seeking a Patient Access Lead to oversee registration, scheduling, and insurance verification. You will guide staff, ensure service excellence, and support operational efficiency in a high-volume environment.

The role emphasizes onboarding, training, QA reviews, and departmental reporting, with a focus on adaptability, attention to detail, and effective communication with patients, staff, and leadership.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year in hospital, medical office, revenue cycle, or patient access role.
• Minimum 1 year using computers and standard office equipment.
• Strong customer service, communication, organization, and problem-solving skills.
• Eligible to participate in Medicare, Medicaid, and other programs.

Responsibilities

• Serve as the primary resource for registration staff and coverage needs.
• Perform Patient Access functions: registration, scheduling, insurance verification.
• Maintain proficiency in registration processes, procedures, and systems.
• Assist with onboarding and ongoing training of staff.
• Maintain training materials and communicate updates to the team.
• Partner with leadership to address workflow and process concerns.
• Conduct quality assurance audits and data reviews to support goals.
• Monitor authorization denial trends and identify improvement opportunities.
• Support performance evaluations and development plans.
• Oversee daily work distribution, staffing, and productivity expectations.
• Act as point of contact for software/process questions and resolve issues.

Skills

Customer service

Communication

Organization

Problem-solving

Education

High school diploma

Associate degree

Tools

Epic

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?

Summary

The Patient Access Lead supports the daily operations of the Patient Access department by serving as a key resource for registration staff, patients, and leadership. This role assists with staff training, onboarding, quality assurance reviews, scheduling, insurance verification, timekeeping support, and departmental reporting. The Lead helps oversee daily workflows, resolves complex registration issues, and promotes operational efficiency while ensuring exceptional customer service. The ideal candidate is adaptable, detail-oriented, and able to effectively coordinate and communicate during high-volume periods and complex patient situations.

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

Includes $1.50 premium pay and overnight shift differential

Key Responsibilities

• Serve as the primary resource for registration staff by providing guidance, support, and coverage as needed.
• Perform all Patient Access functions, including registration, scheduling, insurance verification, and related administrative activities.
• Maintain proficiency in all registration processes, procedures, and systems.
• Assist with onboarding and orientation of new team members and provide ongoing training and education to staff.
• Maintain training materials, policies, and procedures, and communicate updates to the team.
• Partner with leadership to identify and address registration, scheduling, workflow, and process concerns.
• Conduct quality assurance audits and data reviews to support departmental performance goals and compliance standards.
• Assist with monitoring authorization denial trends and identifying opportunities for improvement.
• Provide input for employee performance evaluations and development plans.
• Help oversee daily work distribution, staffing coverage, break schedules, and productivity expectations.
• Support departmental operations by ensuring daily goals and service standards are achieved.
• Act as the department's point of contact for software, system, and process-related questions, collaborating with leadership to resolve issues and communicate solutions.
• Demonstrate flexibility and adaptability to meet the evolving needs of patients, staff, and leadership.
• Assist with interviews, special projects, operational reporting, and other duties as assigned.
• Travel to regional locations as needed (LGHP positions only).

Required

• High school diploma or equivalent.
• Minimum of 1 year of experience in a hospital, medical office, revenue cycle, patient access, customer service, clerical, or administrative support role.
• Minimum of 1 year of experience using computers, keyboarding, and standard office equipment.
• Strong customer service, communication, organization, and problem-solving skills.
• Must be eligible to participate in Medicare, Medicaid, and other federal and state healthcare programs.

Preferred

• Associate degree.
• Previous experience as a Customer Service Specialist or Patient Access representative.
• Experience in Revenue Cycle operations within a hospital or medical office setting.
• Experience with Epic or another electronic medical record (EMR) system.
• Prior training, mentoring, or team lead experience.

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.