Patient Engagement Associate

Penn Medicine; Pennsylvania; On-site; USD 36,000 - 48,000; Full time

Job summary

Penn Medicine is seeking a Patient Engagement Associate to support practices, affiliated physicians, and program services through phone, chat and digital channels. This role handles patient registration, appointment scheduling, insurance verification and care coordination.

Ideal candidates demonstrate empathy, strong customer service, and the ability to multitask in a fast-paced healthcare environment while adhering to HIPAA and Penn Medicine's core values.

Qualifications

• High School Diploma or GED required.
• 1+ year of customer service, clerical, healthcare, or related experience preferred.
• Associate degree preferred.
• Experience with EMR/CRM systems preferred.
• Successful completion of EPIC schedistration training and testing required.

Responsibilities

• Respond to patient inquiries via phone, chat, and other digital channels while meeting service, quality, and productivity standards.
• Schedule appointments accurately, provide visit instructions, and assist patients in navigating providers and services.
• Complete patient registration, verify demographic and insurance information, and support authorization requirements.
• Accurately document interactions in EMR/CRM systems and route information to the appropriate team or provider.
• Conduct outbound calls related to marketing campaigns, web inquiries, and Penn Medicine initiatives; connect patients with available programs and resources.
• Deliver exceptional service, resolve patient concerns, and promote a positive patient experience.
• Maintain HIPAA compliance, follow departmental procedures, and adapt to evolving workflows, technology, and business needs.

Skills

Customer service

Communication

Multitasking

English proficiency

Empathy

Education

High School Diploma or GED

Associate degree preferred

Tools

EMR/CRM 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?

Job Summary

The Patient Engagement Associate is a contact center-based customer service role supporting Penn Medicine practices, affiliated physicians, and program services. This position delivers patient-centered service through phone, chat, and other digital channels. Responsibilities include patient registration, appointment scheduling, referral navigation, responding to marketing campaigns, and supporting clinical communications. The role requires strong customer service, productivity, critical thinking, and adherence to established workflows and protocols. Successful candidates demonstrate empathy, professionalism, adaptability, and a commitment to Penn Medicine's Core Values.

Accountabilities

• Patient Support & Engagement: Respond to patient inquiries via phone, chat, and other digital channels while meeting service, quality, and productivity standards.
• Scheduling & Navigation: Schedule appointments accurately, provide visit instructions, and assist patients in navigating providers and services.
• Registration & Insurance Verification: Complete patient registration, verify demographic and insurance information, and support authorization requirements.
• Documentation & Care Coordination: Accurately document interactions in EMR/CRM systems and route information to the appropriate team or provider.
• Outreach & Program Support: Conduct outbound calls related to marketing campaigns, web inquiries, and Penn Medicine initiatives; connect patients with available programs and resources.
• Patient Experience: Deliver exceptional service, resolve patient concerns, and promote a positive patient experience.
• Compliance & Adaptability: Maintain HIPAA compliance, follow departmental procedures, and adapt to evolving workflows, technology, and business needs. A private, secure workstation is required.

Minimum Requirements

• High School Diploma or GED required.
• 1+ year of customer service, clerical, healthcare, or related experience preferred.
• Associate degree preferred.
• Experience with EMR/CRM systems preferred.
• Successful completion of EPIC schedistration training and testing required.

Skills & Abilities

• Strong customer service, interpersonal, verbal, and written communication skills.
• Ability to speak, read, and write in English.
• Proficiency with computer applications and EMR systems.
• Ability to multitask, prioritize, and think critically in a fast-paced environment.
• Ability to work effectively with diverse patient and employee populations.
• Commitment to quality, accuracy, and performance standards.
• Proficiency in foundational EMR workflows

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.