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:
3rd shift – 11pm to 7am
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.