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?
Customer Service Specialist
Oxford Family Medicine | Penn Medicine
Position Summary
The Customer Service Specialist serves as the first point of contact for patients, providing exceptional customer service through scheduling, registration, insurance verification, and care coordination. This role supports both inbound and outbound patient communications, ensures accurate patient information and financial clearance, and helps create a seamless patient experience across physician practices and outpatient services.
Key Responsibilities
- Schedule appointments and coordinate patient services, testing, and referrals.
- Complete accurate patient registration, check-in, insurance verification, and demographic updates.
- Handle inbound and outbound calls, answer patient questions, and appropriately escalate complex concerns.
- Communicate appointment details, copays, out-of-pocket costs, arrival instructions, and pre-visit requirements.
- Verify insurance coverage, obtain required authorizations, and support point-of-service collections.
- Process orders, documentation, and medical records within the electronic medical record (EMR) system.
- Screen and route urgent, non-urgent, and emergent messages according to established protocols.
- Maintain compliance with regulatory, privacy, and organizational requirements.
- Resolve registration and scheduling work queue issues to ensure timely patient access and service.
- Support special projects and perform other duties as assigned.
Minimum Qualifications
- High school diploma or GED required.
- One year of customer service, clerical, administrative support, or call center experience in a fast-paced, customer-focused environment.
- One year of experience using computers, office software, and standard office equipment.
- Experience with patient registration, insurance verification, revenue cycle functions, or medical office operations preferred.
- Previous Epic or other electronic medical record (EMR) experience preferred.
- Strong communication, problem-solving, organizational, and customer service skills.
- Ability to effectively manage multiple priorities while maintaining accuracy and professionalism.
Additional Information
- Occasional travel to other regional sites may be required based on operational needs.
- Valid driver's license required for regional positions.
- Specimen collection duties may be required in select departments.
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.