Ambassador Ambulatory Concierge

Penn Medicine; Berwyn (PA); On-site; USD 40,000 - 48,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance program

Job summary

Penn Medicine Valley Forge is seeking an Ambulatory Concierge to warmly greet patients, visitors and families and provide information and assistance. The role covers PSA colleagues as needed and includes managing patient calls, coordinating appointments, updating insurance and performing point-of-service tasks.

Responsibilities include scheduling visits, handling copays, and routing requests through the EMR while maintaining compliance with federal, state and local regulations.

Qualifications

• HS Diploma/ GED required.
• Associates Degree Preferred.

Responsibilities

• Greet and respond to patient, visitor and family needs in a timely manner.
• Coordinate patient appointments and communicate changes.
• Update patient insurance/billing information in the EMR.
• Handle patient calls and inquiries and route to appropriate staff.
• Assist with arriving/departing activities and patient transport coordination.
• Collect copays and finalize check-out procedures.
• Ensure compliance with regulatory standards and department protocols.

Skills

Customer service

Communication skills

EMR proficiency

Phone etiquette

Education

High School Diploma or GED

Associates Degree preferred

Tools

EPIC Scheduling

EMR systems

Job description

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?

Entity: CCA-Penn Primary Care and Penn Specialty Practices

Department: Patient Access, Penn Medicine Valley Forge

Location: Penn Medicine Valley Forge- 1001 Chesterbrook Blvd

Hours: FT

Job Summary:

Delivers on our promise to provide a high quality and supportive welcome to all visitors, patients and families. This position is responsible for greeting and responding to the needs of our patients, visitors and families by providing information and assistance in a timely manner. Additionally, this position will cover Patient Services Associates (PSA) colleagues on an as needed basis, at the direction of their supervisor. As such, the Ambassador Ambulatory Concierge is also responsible for the arrival and/or departure activities of patients in the practice, managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and performing point of service activities.

Accountabilities

• Provide a welcome to every patient, family member or visitor in accordance with the training provided through Penn Medicine Academy (scripting).
• Initiates greeting and positive interaction to all.
• Anticipate and respond to patient, visitor and hospital staff concerns, expectations or needs in a timely manner.
• Assist immobile patients out of/into vehicles and into/out of wheelchairs safely and courteously.
• Manages visitor flow at entrances to assure patients of timely arrival for appointments.
• Support all way-finding, including the coordination of Outpatient Transports.
• Collaborate with patients, visitors and hospital staff to deliver a coordinated and seamless service to Patients and Visitors, including patient transportation.
• Work within a safe environment regarding patient's special needs in order to prevent falls or other accidents.
• Provide other services such as calling for cabs, coordinating para-transit, and assisting patients with hotels, restaurants and public transportation services.
• Ensure all outside vendors check in with Security.
• As per practice/department protocols and/or measurements: answer phones in a timely manner, manage/handle patient requests and route appropriately, retrieve voicemails in a timely manner, take accurate and thorough messages and route appropriately through EMR.
• Schedule patient appointments (on phone or in person) by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes and confirming appointments, and, as needed, offering alternative and canceling/rescheduling appointments.
• Responsible for arriving/departing activities of patient at practice and performs point of service activities: collects copays and records accurately, obtains necessary signatures/forms, obtains insurance cards and referrals/authorizations, updates appointment status in EMR, and finalizes all check-out procedures.
• Communicates with patients regarding patient flow and wait times - keeps manager aware of potential issues as they arise.
• Issues referrals and obtains pre-authorizations for patients as required and as per protocol.
• Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans and which insurers require a copayment or referral.
• Records receipts accurately to ensure end of day reconciliation; participates in cash reconciliation delineations.
• Resolves work queues and/or issues from front-end reports; proactively prioritizes recovery of missing charges.
• Orders supplies for the office and generates front-end process reports as requested.
• Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Qualifications:

• H.S Diploma/ GED required
• Associates Degree Preferred

Licenses, Registrations, and Certifications:

• Must successfully complete/pass EPIC schedgistration
  training/tests

We believe that the best care for our patients starts with the best care for our employees. 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.

Benefits

• 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.

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.