FT Patient Services Associate- Transplant Support

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 25,000 - 33,000; Full time

Job summary

Penn Medicine's Transplant Support Team at HUP is seeking a Patient Service Associate (PSA) to support patient-centered care in a fast-paced academic medical setting.

The PSA will assist with patient arrival/departure, schedule management, insurance updates, copay collection, and front-end operations while ensuring accurate EMR documentation and high-quality service. Prior medical office experience is preferred.

Qualifications

• H.S. Diploma/GED (Required)
• 2+ years medical office experience, or 4 years of customer service experience
• Advanced degree may be considered in lieu of experience
• Associate of Arts or Science

Responsibilities

• Assist the practice with patient focus and high-quality care, handling arrivals/departures and patient inquiries.
• Answer phones promptly, route requests, retrieve voicemails, and document messages in EMR.
• Schedule patient appointments per visit reason and protocol, confirm changes, and handle rescheduling.
• Collect copays, verify insurance cards, referrals/authorizations, and complete check-out procedures.
• Communicate patient flow and wait times, and escalate issues to management as needed.
• Maintain knowledge of insurance requirements for billing and copayments.
• Register new patients in EMR and ensure end-of-day reconciliation of receipts.
• Resolve front-end queues and generate front-end reports as requested.
• Ensure compliance with relevant regulatory standards (HIPAA, etc.).
• Coordinate clinical and administrative aspects of new patient scheduling in the ACD environment.

Skills

Patient service

Communication

Phone etiquette

EMR experience

Education

H.S. Diploma/GED

Associate/Bachelor’s/Master’s considered in lieu of experience

Tools

EMR

Job description

DescriptionPenn 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?

The Transplant Support Team @ The Hospital of the University of Pennsylvania (HUP) is seeking a Patient Service Associate (PSA) to join the team of dedicated team members!

Summary

• The Patient Services Associate (PSA) assists the practice/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 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. The PSA may function in a physician practice or a call center environment. Rotation between PSA functions and/or departments may be required.

Responsibilities

• Patient Service: Strives to understand and anticipate patient needs, manages service recovery efforts when needed, enlisting management assistance as appropriate, identifies opportunities to improve the patient experience.
• 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.
• Financial: 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.
• Validates patient demographic/insurance information and/or registers new patients into EMR using established protocols. 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.
• Other / Regulatory: Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc) Flexible and readily adopts new processes and engages in practice operation changes.
• Access Center Responsibilities (if appropriate): Coordinates clinical and administrative aspects of the new patient scheduling encounter. Perform within the expected outcome of the Automated Call Distribution (ACD) environment. Solves telephone issues and timely reports problems related to volume to manager.
• Follow established downtime procedures for registration As needed: assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment 'bumping', wait list scheduling, resource scheduling, and team scheduling.

Credentials

Education or Equivalent Experience

• H.S. Diploma/GED (Required)
• Education Specialization: Equivalent Experience:
• And 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
• Associate of Arts or Science
• Education Specialization: Equivalent Experience:

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.