Patient Service Coordinator I

LOCATION: Glenmaura Office Building

DEPARTMENT: Customer Service Call Center

WORK SCHEDULE: Days

WORK TYPE: Full Time (1.0 FTE)

JOB SUMMARY:

This position provides patients who call the Revenue Cycle Patient Call Center with services designed to support a "one-stop" resolution concept. Specifically, the position involves resolving patient related billing issues; assist with the collection of outstanding receivables through the establishment of payment plans or collection in full. In addition, the Coordinators role is responsible for providing direction to patients, relative to the adjudication work associated with hospital and professional billing as well as, collection functions for several service lines. These lines with respect to hospitals and physicians are within the Geisinger Health System. The Coordinator position executes and performs tasks focused on ensuring an efficient quality patient experience. This focus plays a vital role in the Geisinger Health System Revenue Cycle program, which generates sufficient steady cash flow to support GHS operations, strategic and patient related revenue cycle initiatives. In the position of Revenue Cycle Patient Service Coordinator, responsibilities will also include resolution of billing and collection issues associated with third party insurance providers. Ensuring cash application, registration, and adjudication occurs. Works with a heighten sense of urgency with a focus on resolving $5 billion annually of hospital and professional accounts receivable and ensuring monthly cash flow of approximately $1 billion annually for the previously mentioned service lines. Job responsibilities include the resolution of fifty-to-sixty (50 to 60) patient inquiries per day. 

Some additional responsibilities of the Patient Service Coordinator I can include:

Provides "one-stop" service for all GHS patients with respect to revenue cycle related issue. This position will perform necessary activities to resolve patient related revenue cycle issue to include, but not limited to hospital and professional billing and collection functions, hospital and professional secondary collections, A/R resolution, cash application, revenue enhancement, registration and cash flow for all GHS entities and physicians including the various service lines. 

Performs the above-mentioned activities of revenue cycle to ensure cost effectiveness and organizational efficiency are achieved. Furthermore, this position executes these functions while demonstrating a global knowledge of how their work interacts with other units in the revenue life cycle. Examples of demonstrated knowledge include an understanding of how the following units interact with this job. Patient Access, Medical Records, Hospital Billing and Collections, Professional Billing and Collections, Cash Application, Revenue Enhancement, Human Resources, Information Systems, Financial Reporting, Process Improvement, Charge Entry, Training, Corporate Finance, Practice Specialists, Patient Service and the various third-party payers associated with the multitude of service lines.

Provides "one-stop" service for all GHS patients with respect to revenue cycle related issue. This position will perform necessary activities to resolve patient related revenue cycle issue to include, but not limited to hospital and professional billing and collection functions, hospital and professional secondary collections, A/R resolution, cash application, revenue enhancement, registration and cash flow for all GHS entities and physicians including the various service lines. 

COMPETENCIES AND SKILLS:

This job requires the candidate to possess the following inter-personal skills. Proven ability to communicate verbally or in a written manner, which is clear and to a variety of different audience levels. 

Familiarity with multiple computerized applications is essential. (Preferred systems include Siemens, IDX, Tower, Cadence, Electronic Medical Health Record, NaviNet, WebMD, RelyHealth, E-Com, Promise etc.). 

Required computer skills include MS Office applications, Windows system, and an ability to work on multiple applications at a given time.

EDUCATION AND EXPERIENCE:

High School diploma or equivalent required. Minimum, three (3) years of related patient customer service experience required. 

Associate's/Bachelor's degree in related field preferred. 

Should an individual possess extensive knowledge of revenue cycle and/or regulatory requirements as they relate to hospital and professional revenue cycle operations. This experience should include the resolution for all billing and collection issues with respect to all third-party insurance payers, patient related billing issues, revenue enhancement and the cash application component for various service lines contained within GHS and the revenue cycle. 

Experience preferred within a similar setting of size or volume. 

Should have significant experience with payers, providers, hospitals and physicians and understand the commensurate requirements for facilitating accounts receivable resolution including cash flow, billing, collection, cash application and patient service related issues. 

Experience within a centralized business office preferred. 

WORKING CONDITIONS/PHYSICAL DEMANDS:

Work is typically performed in an office environment. 

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.

ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. * Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.

** Does not qualify for J-1 waiver.  We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply.  All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.

*Domestic partner benefits not applicable at Geisinger Holy Spirit.