Patient Services Associate

Penn Medicine; Philadelphia (Philadelphia County); On-site; USD 35,000 - 45,000; Full time

Job summary

Penn Medicine seeks a Patient Services Associate to join the Mayfair Family Practice. The role is focused on delivering exceptional customer service to patients, ensuring their needs are met while managing office tasks efficiently. This position offers an opportunity to contribute to a team dedicated to high-quality patient care in a dynamic healthcare environment.

Benefits

Comprehensive compensation and benefits program

Tuition assistance

Qualifications

• H.S. Diploma/GED and 2+ years of medical office or customer service experience.
• Experience in EPIC and Navinet systems preferred.

Responsibilities

• Assist patients with inquiries and appointment scheduling.
• Handle patient check-in and check-out processes.
• Collaborate with clinical staff to enhance patient experience.

Skills

Customer Service

Communication

Problem-Solving

Education

H.S. Diploma/GED

Associate Degree

Tools

EPIC

Navinet

Job description

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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?

Entity: (CCA) /Penn Primary Care (PPC) and Penn Specialty Practices (PSP)

Department: Mayfair Family Practice

Location: 7133 Roosevelt Ave 19149

Hours: Per Departmental Needs – Full Time

Summary:

• The Patient Services Associate (PSA) assists the practice/department in maintaining a patient/customer focus, supports the delivery of high-quality care, shares a passion for patient and customer-centered care, and assists in meeting or exceeding patient satisfaction and financial/operational targets.
• The PSA is responsible for the arrival and/or departure activities of patients, managing patient calls and inquiries, coordinating appointments, updating insurance/billing info, and performing point of service activities.
• The PSA may function in a physician practice or call center environment. Rotation between functions/departments may be required.

Responsibilities:

• Create and maintain a culture of safety and service excellence.
• Greet and interact with patients courteously, on phone or in person.
• Communicate clearly with patients, analyze problems from their perspective, and document needs in EPIC.
• Build positive relationships with patients, demonstrating knowledge of their history and responding compassionately.
• Handle stressful situations appropriately, ensuring confidentiality and safety.
• Identify opportunities to improve patient experience, and collaborate with clinical staff.
• Show initiative, prioritize tasks, and work independently or as part of a team.

Safety:

• Participate in safety initiatives and demonstrate awareness of safety protocols.

Patient Service:

• Maintain neat and clean patient/work areas.
• Order supplies, answer phones, manage requests, schedule appointments, and update EPIC.
• Obtain insurance info, copays, signatures, referrals, and finalize check-out procedures.
• Communicate wait times and manage patient flow.

Financial:

• Stay updated on insurance requirements and proficient in systems like EPIC, Navinet, etc.
• Validate patient info, record receipts, generate reports, and resolve issues proactively.

Regulatory Compliance:

• Complete required training and comply with applicable regulations (HIPAA, TJC, etc.).

Change Management:

• Adapt to new processes and practice changes.

Education or Experience:

• H.S. Diploma/GED and 2+ years medical office or customer service experience; an Associate Degree is preferred.

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, including tuition assistance. 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 without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, marital status, or any other protected status.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Wellness and Fitness Services, Hospitals and Health Care, Medical Practices

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