Patient Experience Navigator

Penn Medicine; East Petersburg (Lancaster County); Vor Ort; USD 25.000 - 33.000; Vollzeit

Zusammenfassung

Penn Medicine is seeking a Patient Engagement Associate to support practices, affiliated physicians, and program services. This contact center role delivers patient-centered service through phone, chat, and other digital channels, handling patient registration, appointment scheduling, referrals, and clinical communications.

The position requires empathy, professionalism, adaptability, and knowledge of HIPAA, with a commitment to Penn Medicine's Core Values.

Qualifikationen

• 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.

Aufgaben

• 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. A private, secure workstation is required.

Kenntnisse

Customer service

Interpersonal skills

English communication

EMR systems

Multitasking

Ausbildung

High School Diploma or GED

Associate degree preferred

Tools

EPIC schedistration training

EMR/CRM systems

Jobbeschreibung

Penn Medicine is seeking a Patient Engagement Associate to support practices, affiliated physicians, and program services. This contact center role delivers patient-centered service through phone, chat, and other digital channels, handling patient registration, appointment scheduling, referrals, and clinical communications.

The position requires empathy, professionalism, adaptability, and knowledge of HIPAA, with a commitment to Penn Medicine's Core Values.