Patient Services Representative

lvhn; Kutztown (Berks County); On-site; USD 19,000 - 25,000; Full time

Job summary

Lehigh Valley Health Network in Kutztown is seeking an administrative assistant to coordinate daily physician practice operations and serve as the initial patient contact. You will deliver customer-focused service and support the practice’s scheduling, registrations, and outreach efforts to ensure a smooth patient experience.

The role requires strong communication, confidentiality, and computer skills, with familiarity of EMR workflows and patient portal usage.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service experience is expected.
• Ability to adapt to changing priorities and maintain accuracy.
• Maintain strict confidentiality with patient information.
• Proficient computer skills and EMR workflow familiarity.
• Ability to process cash and explain LVHN patient portal features.

Responsibilities

• Gathers information for accurate patient registration and check-in.
• Obtains and verifies insurance authorizations and precertifications.
• Schedules and confirms patient appointments and manages reminders.
• Maintains the patient schedule flow to ensure a positive experience.
• Coordinates training, staffing, and feedback within the team.
• Handles outreach via telephone and EMR messaging as needed.

Skills

Customer service

Attention to detail

Confidentiality

EMR workflows

Cash handling

Patient portal

Computer skills

Adaptability

Time management

Education

High School Diploma/GED

Tools

EMR software

Job description

Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Summary

Coordinates and provides a variety of clerical/administrative duties associated with daily physician practice operations. Serves as the initial point of contact for patients and healthcare providers within the practice. Delivers the high standard of customer service necessary to maintain the overall patient experience.

Job Duties

• Performs a variety of detail-oriented administrative tasks that anticipates the needs of team members and patients according to the organization's policies and standard work.
• Gathers information necessary for accurate registration and check-in to fulfill service promise.
• Obtains and verifies insurance authorizations/precertification and completes medical record release requests and schedules/confirms patient appointments.
• Sustains the execution and flow of the patient schedule to provide the best patient experience while fostering a team environment.
• Collaborates in all aspects of training, staffing, and functionality while providing substantial and valuable feedback.
• Keeps abreast of changes in all insurance providers regarding coverage and reimbursement changes.
• Organizes effectively and efficiently to accommodate interruptions and changing priorities.
• Performs scheduling, scanning, billing, filing, referrals, work queues, and other clerical functions in a timely manner.
• Performs appropriate patient outreach include telephone and EMR messaging.

Minimum Qualifications

• High School Diploma/GED
• 1 year Customer service experience
• Ability to adapt to changing priorities.
• Ability to maintain accuracy and compliance with detailed-oriented responsibilities.
• Ability to maintain strict confidentiality.
• Proficient computer skills.
• Proven proficiency of technology and EMR workflows at the conclusion of orientation.
• Able to handle cash and other methods of patients accurately.
• Able to explain, educate, and support the usage of the LVHN patient portal including various features.

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work Shift

Evening Shift

Address

333 Normal Ave Ste 201

Primary Location

Health Center at Kutztown

Position Type

Onsite

Union

Not Applicable

Work Schedule

Monday-Friday 6:45 a-5:15p with variable hours

Department

1012-45107 LVPG-L OBGYN - Kutzt