New Patient Coordinator

Penn Medicine; Philadelphia (Philadelphia County); On-site; USD 42,000 - 54,000; Full time

Job summary

Penn Medicine is seeking a New Patient Coordinator for the CAM-CPUP-CCC department at Perelman Center for Advanced Medicine. The role focuses on coordinating new patient visits, ensuring the right physician and specialty, and preparing patients with medical records, referrals, and copays to support a seamless first visit.

The ideal candidate has 5+ years in a medical office or customer service environment, strong communication, and familiarity with EPIC and related scheduling systems.

Qualifications

• High school diploma required.
• 5+ years in a medical office or customer service setting.
• Advanced degree preferred and may substitute for experience.
• Knowledge of precertification, CMS medical necessity, and third-party billing ideal.
• Experience with spreadsheets and word processing software preferred.
• Knowledge of medical terminology and office procedures preferred.

Responsibilities

• Act as point of contact for all new patients for department.
• Coordinate scheduling and ensure patients see appropriate physician.
• Prepare new patient charts 48 hours prior to visit.
• Coordinate retrieval of referrals, copays, and medical records.
• Respond to patient inquiries and coordinate medical records.

Skills

Customer service

Medical office

Communication skills

Education

High School Diploma

Advanced degree preferred

Tools

EPIC

IDX

ONTRAC

MEDVIEW

NAVICARE

ChartOne

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?

Job Title: New Patient Coordinator
Department: CAM-CPUP-CCC
Entity: Clinical Practices of the University of Pennsylvania (CPUP)
Location: Perelman Center for Advanced Medicine - 3400 Civic Center Blvd
Hours: Mon-Fri office hours per department needs

Summary

• This position is responsible to provide optimal new patient coordination in an integrated, multi-disciplinary environment. Care will be coordinated across multiples specialties and ancillary departments within UPHS. Employee will ensure that all new patients are well prepared for their first visit by making certain patients are being seen by the appropriate physician and specialty and that patients arrive for their appointment with all pertinent information to ensure optimal care coordination (medical records, test results, referrals, copays). In addition, patients will be provided information on directions, parking and building navigation. The position requires that the individual convey a positive image of UPHS through excellent communication and customer service skills in support of patients/families and to ensure an ideal patient experience.

Responsibilities

• Act as point of contact for all new patients for department.
• Serve as specialty expert of nuances of care coordination so that patients are seen by the appropriate physician and specialty.
• Schedule new patient appointments with appropriate physician and/or group with emphasis on working with providers on a regular basis to ensure that the right diagnosis and patient is scheduled with appropriate provider.
• Coordinate new patient appointments as needed with Patient Facilitated Services and Penn Health Referral.
• Follows new patient coordination protocols to ensure that patients are coordinated and prepared for visit in an organized, consistent and seamless manner.
• Coordinate/organize all facets of new patient appointment – scheduling, coordination of medical records, test results, pathology results – all information needed to ensure an optimal level of care coordination.
• Coordinates the scheduling of diagnostic tests, other evaluations and review of necessary information prior to new patient appointment.
• Responds to patient inquiries or problems. Answer questions regarding practice, procedures, tests, directions etc.
• Coordinate the retrieval and flow of outside medical records to ensure receipt and appropriation (review by provider, scanning, etc.) of records for visit.
• Ensures appropriate retrieval, processing and returning of patient radiology films, CDs, slides and other related items.
• Manages physician new patient IDX schedules, ensures appropriate preparation of new patient charts and information 48 hours prior to date of new patient visit or services.
• Reschedules new patient appointments appropriately.
• Ensures optimal patient experience through coordination and communication.
• Follows Health System and Department Protocols for Epic Messaging.
• Communicates issues effecting flow with managers and providers as necessary.
• Keeps manager aware of potential issues or problems as they arise.
• As required, maintains compliance with all federal, state and local regulatory standards and requirements, including TJC, Department of Health, funding agencies, FDA, HIPPA, HCFA, DPW, LCGME, SCGME, department specific guidelines and other.
• Ensures patients have been properly registered and referred to Financial Counseling.
• Makes sure new patients arrive for new patient appointment with referral and copays, as appropriate.
• Maintains an excellent understanding of managed care plans and protocols for referrals, co-payments, and pre-certification.
• Readily adopts and is engaged in practice operation changes
• Is proficient in the use of all system applications necessary for practice operations, including, but not limited to: IDX (and its applications); ONTRAC; EPIC; MEDVIEW; NAVICARE; CHART ONE
• 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.

Education and Experience

• H.S. Diploma/GED (Required)
• 5+ years' experience in a medical office setting or customer service experience. (Required)
• Advanced degree (Associate's, Bachelor's, Master's) preferred and may be considered in lieu of some experience.
• College-level coursework in business, accounting, or health care administration strongly preferred.
• Specific knowledge of precertification requirements, CMS medical necessity required, and third-party billing knowledge is ideal.
• Experience with spreadsheet and word processing software preferred.
• Knowledge of medical terminology and office procedures preferred.

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