Access Services Associate I

Penn Medicine; Philadelphia (Philadelphia County); Remote; USD 35,000 - 50,000; Full time

Job summary

Penn Medicine is seeking an Access Services Associate I for a remote role focused on customer service in a call center environment. This position involves supporting patient interactions, managing appointments, and ensuring a high-quality experience for patients. Ideal candidates will possess strong communication skills and a commitment to service excellence.

Benefits

Comprehensive compensation and benefits

Prepaid tuition assistance program

Qualifications

• High School Diploma/GED required; Associate's or Bachelor's may substitute for experience.
• Superior customer service skills needed.
• Knowledge of medical terminology and EMR skills required.

Responsibilities

• Support patient interactions including registration and appointment scheduling.
• Document patient interactions thoroughly in the EMR.
• Stay updated on insurance requirements for patient service.

Skills

Customer service

Communication

Problem-solving

Education

High School Diploma/GED

Associate's or Bachelor's degree

Tools

Electronic Medical Record (EMR)

Job description

Join to apply for the Access Services Associate I role at Penn Medicine, University of Pennsylvania Health System

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?

Position Details

Title: Access Services Associate I

Entity: Clinical Practices of the University of Pennsylvania

Department: Access Center Staff

Location: Remote

Shift: Full Time, 40 hours per week. Hours may vary from 7:00am to 6:00pm, Monday – Friday

Summary

The Access Services Associate (ASA) is a remote customer service position supporting Penn Medicine ambulatory practices in a call center environment. This high-volume, phone-based role supports patient interactions including registration, appointment scheduling, referrals, and pre-authorizations. The position requires superior and compassionate customer service skills with a focus on productivity to meet financial and operational targets of the Health System. This is primarily a work-from-home position. The agent will learn and execute protocols for a limited number of UPHS Departments.

Responsibilities

• Understand and anticipate patient needs to improve the patient encounter and overall Penn Medicine experience, managing service recovery efforts as needed.
• Answer phones supporting Access Center goals and follow department protocols to manage patient requests.
• Document patient interactions thoroughly, taking detailed notes and routing appropriately through the electronic medical record (EMR).
• Maintain knowledge of basic medical terminology, computer, and EMR skills. Clearly and empathetically communicate and set patient expectations to ensure they arrive for appointments with all necessary information and care coordination (medical records, test results, referrals, copays).
• Resolve telephone issues and report volume problems to management. Follow established downtime procedures for registration.
• Stay updated on insurance requirements relevant to patient service and billing, including basic knowledge of managed care plans and insurer requirements for copayments or referrals.

Minimum Qualifications

• High School Diploma/GED (Required).
• Associate's or Bachelor's degree may substitute for experience.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs support employees' health and well-being. We offer comprehensive compensation and benefits, including a notable prepaid tuition assistance program. Penn Medicine employees are committed to our mission, making medical advances that help people live longer, healthier lives.

Equal Opportunity Employment Statement: We are an Equal Opportunity employer. Candidates are considered without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, marital status, genetic information, victim status, citizenship, military status, veteran status, or any other protected status by law.