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?Summary:
- The Patient Services Associate (PSA) assists the department in maintaining a patient/customer focus, supports the delivery of high-quality care, shares a passion for patient and customer-centered care, and assists in meeting or exceeding patient satisfaction and financial/operational targets. The PSA is responsible managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and entering and processing referrals.
Responsibilities:
- Patient Service:
- Understand and anticipate patient needs; manage service recovery with management help when necessary; seek ways to enhance the patient experience.
- Answer phones promptly, handle patient requests, retrieve voicemails, and take clear messages, routing them through the EMR system.
- Schedule patient appointments based on visit reasons, confirm details, and manage cancellations or rescheduling.
- Communicate with patients about wait times and delays; keep management informed of any issues.
- Issue referrals and obtain pre-authorizations as needed; resolve tasks in the EMR system.
Financial:- Stay updated on insurance requirements and billing procedures, including managed care plans and copayment/referral rules.
- Verify patient demographics and insurance info; register new patients in the EMR.
- Address issues from front-end reports and prioritize recovery of missing charges.
- Order office supplies and generate reports as needed.
Other / Regulatory:- Ensure compliance with relevant federal, state, and local regulations (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc).
- Adapt to new processes and changes in practice operations.
Additional Responsibilities:- Coordinate clinical and administrative tasks related to referrals and scheduling.
- Process information from various sources (phone, fax, email) efficiently.
- Address telephone issues and report high call volumes to management.
- Follow established procedures for registration during system downtimes.
Credentials:Education or Equivalent Experience:
- H.S. Diploma/GED (Required)
- 2+ years Medical office experience, or 4 years of customer service experience. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience (required)
- Education Specialization: Associate of Arts or Science
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 WorkWe are an Equal Opportunity and Affirmative Action 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.