Lead Customer Service Specialist (Full Time/Day Shift)

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?

HOURS: Full Time (40 hours/week) Day Shift.

Summary:

+ Position Summary: Assists supervisor manager in daily operations of Patient Access departments. Responsibilities include employee training, time keeping and completing and preparing reporting documents. Performs quality and assurance data checks to support quantitative measures for the department. Acts as a first line resource for staff and resolves complex registration issues. Reviews daily workloads to include assisting in the oversight of daily operations of the department. Capable of coordinating and communicating effectively during increased volumes or with complex patients.

+ Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:

+ Serves as the first line resource for registration staff. Maintains a thorough knowledge of staff procedures for the purpose of staff coverage.

+ Performs all job functions of the Registration staff, including but not limited to, insurance verification and scheduling. Maintains proficiency and knowledge in all areas of Registration.

+ Provides orientation for new employees and offers feedback to supervisor manager throughout onboarding process. Provides on-going training to employees, maintains training, policy and procedure manuals, and disseminates information to staff.

+ Informs supervisor manager of any problems or issues pertaining to, but not limited to, registration or scheduling polices or processes.

+ Completes quality assurance checks for staff and department as directed by supervisor manager. Assists with reviews of authorization denial data.

+ Provides feedback to supervisor manager for Annual Performance Reviews.

+ Assists in overseeing daily work output to include adjustment of break periods as needed, controls periods of non-productivity and ensures daily operational goals are met.

+ Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team.

+ Serves as point person for software and process questions or concerns. In conjunction with Supervisor or Manager, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff.

+ For LGHP, this role may necessitate occasional regional travel.

+ The following duties are considered secondary to the primary duties listed above:

+ Other duties as assigned by supervisor manager

+ Assists with interview processes of potential employees.

+ Assists with any special projects as assigned.

+ Assists or compiles information for applicable management reports.

Responsibilities:

Minimum Required Qualifications

+ High school diploma or equivalent required.

+ Associates degree preferred.

+ One 1 year experience as a Customer Service Specialist.

+ One 1 year experience in Revenue Cycle in a Hospital Medical Office setting.

+ One 1 year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.

+ One 1 year experience with basic keyboarding, personal computer use, and other office setting equipment.

+ A health care provider in good standing with Medicare, Medicaid, and other federal and state health insurance programs, i.e. not excluded from participation in Medicare, Medicaid or any other federal or state health insurance program.

Preferred Qualifications

+ One 1 year of Epic or equivalent Electronic Medical Record experience 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.

REQNUMBER: 267257