Patient Engagement Specialist - Scheduling & Support

Penn Medicine; East Petersburg (Lancaster County); On-site; USD 32,000 - 52,000; Full time

Job summary

Penn Medicine's outpatient Centralized Scheduling team seeks a Patient Engagement Associate to support practices, physicians, and programme services via phone, chat, and digital channels. You will handle patient registration, scheduling, referral navigation, and communications with empathy and professionalism.

Applicants should have a high school diploma, 1+ year of customer service experience, and comfort with EMR/CRM systems. EPIC schedistration training is preferred.

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 programmes 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

Interpersonal skills

Verbal communication

Written communication

English proficiency

Education

High school diploma

Associate degree preferred

EPIC schedistration training

Tools

EMR/CRM systems

Job description

Penn Medicine's outpatient Centralized Scheduling team seeks a Patient Engagement Associate to support practices, physicians, and programme services via phone, chat, and digital channels. You will handle patient registration, scheduling, referral navigation, and communications with empathy and professionalism.

Applicants should have a high school diploma, 1+ year of customer service experience, and comfort with EMR/CRM systems. EPIC schedistration training is preferred.