Night Shift ER Patient Access Specialist

Penn Medicine; Lancaster (Lancaster County); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Night shift premium pay

Overnight shift differential

Tuition assistance program

Employee benefits

Job summary

Penn Medicine's Lancaster General Hospital in Lancaster, PA, seeks a Customer Service Specialist to provide accurate patient access services in the Emergency Department, including registration, insurance verification, and visitor management.

You will handle high-volume, fast-paced workflows 11pm–7am, collaborate with ED teams, verify demographics, scan documents, and explain financial responsibilities while upholding EMTALA and regulatory standards.

Qualifications

• High School Diploma or GED required.
• Minimum 1 year of clerical, customer service, or administrative experience in a customer-focused environment.
• Minimum 1 year of experience with basic computer systems, including keyboarding and standard office equipment.
• Minimum 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.

Responsibilities

• 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.

Skills

Customer service

Communication

EMR systems (Epic)

Teamwork

Education

High School Diploma or GED

Tools

Epic EMR

Job description

Penn Medicine's Lancaster General Hospital in Lancaster, PA, seeks a Customer Service Specialist to provide accurate patient access services in the Emergency Department, including registration, insurance verification, and visitor management.

You will handle high-volume, fast-paced workflows 11pm–7am, collaborate with ED teams, verify demographics, scan documents, and explain financial responsibilities while upholding EMTALA and regulatory standards.