Patient Experience Specialist

Pennsylvania Medicine; Philadelphia (Philadelphia County); On-site; USD 38,000 - 52,000; Full time

Job summary

Penn Medicine is seeking a Patient Services Associate to support a patient-centered practice or call center environment. The role includes managing patient calls, scheduling appointments, and updating insurance/billing information in the EMR.

You will assist with check-in/out, collect copays, and ensure accurate records while complying with regulatory standards. Ideal candidates have a high school diploma/GED, 2+ years in medical office or 4 years in customer service, and may have advanced

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

Responsibilities

• Patient Service: understand and anticipate patient needs, manage service recovery, and improve patient experience.
• Answer phones, manage patient requests, retrieve voicemails, and route messages through EMR.
• Schedule patient appointments following protocols and confirm appointments.
• Handle arriving/departing activities, collect copays, obtain insurance cards and referrals, update EMR.
• Communicate with patients about flow and wait times; obtain pre-authorizations as required.
• Maintain up-to-date knowledge of insurance requirements and billing procedures.
• Register new patients in EMR; record receipts for end-of-day reconciliation.
• Resolve work queues, prioritize recovery of missing charges.
• Order supplies and generate front-end process reports.
• Ensure compliance with federal/state/local regulatory standards.

Job description

Penn Medicine is seeking a Patient Services Associate to support a patient-centered practice or call center environment. The role includes managing patient calls, scheduling appointments, and updating insurance/billing information in the EMR.

You will assist with check-in/out, collect copays, and ensure accurate records while complying with regulatory standards. Ideal candidates have a high school diploma/GED, 2+ years in medical office or 4 years in customer service, and may have advanced