Patient Services Associate

Penn Medicine; Vineland (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

Penn Medicine is seeking a Patient Services Associate in Vineland, responsible for managing patient interactions and ensuring a high level of customer service. This entry-level position emphasizes patient-centered care and requires strong communication skills, making it ideal for those with a background in healthcare or customer service. Join a leading healthcare provider dedicated to making a positive impact on patient lives.

Benefits

Comprehensive compensation and benefits

Tuition assistance

Qualifications

• 2+ years of medical office or customer service experience.
• Advanced degree may be considered in lieu of experience.
• Experience in using automated systems like EPIC.

Responsibilities

• Assist patients in maintaining a customer focus and delivering quality care.
• Manage patient calls and inquiries, coordinating appointments.
• Ensure patient confidentiality and safety.

Skills

Customer Service

Communication

Problem Solving

Education

H.S. Diploma/GED

Associate Degree

Tools

EPIC

Automated systems (credit card machines, etc.)

Job description

Be among the first 25 applicants two weeks ago.

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: Vineland Cardiology

Location: 1076 E Chestnut Ave, Vineland, NJ 08360

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 in the practice, managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and performing point of service activities.
• The PSA may function in a physician practice or a call center environment. Rotation between PSA functions and/or departments may be required.

Responsibilities:

• Strives to create and maintain a culture of safety and service excellence through the following accountabilities:
• Greets and interacts with patients in a pleasant and professional manner, on phone or in person.
• Listens carefully and communicates clearly with patients to ensure understanding of patient’s request. Analyzes problems from the customer’s point of view.
• Learns/anticipates the individual patient/customer needs and does the best possible job of satisfying those needs using the best solutions. Documents needs, as appropriate, in EPIC.
• Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion and responding to individual needs.
• Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.
• Ensure patient/family confidentiality, safety and security.
• Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys.
• Ensures communication and collaboration with clinical staff and fellow co-workers to serve patients to the best of his/her ability.
• Shows initiative, sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks.

Safety:

• Participates in Entity and Department wide initiatives for Patient /Employee safety.
• Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of their position.

Patient Service:

• Takes accountability for ensuring patient/work areas are neat and clean.
• Orders supplies, as requested, for practice/department.
• Answers phones/retrieves voicemails in a timely manner, manages/handles patient requests and routes appropriately, takes thorough messages and routes appropriately through EPIC.
• Schedules patient appointments (on phone or in person) accurately and completely, utilizing knowledge of schedules and protocols, and uses proper billing area/appointment location.
• Cancels/reschedules appointments as needed and updates appointment status in EPIC.
• Communicates changes to patients and confirms appointments.
• Reminds patients about what to bring to appointments and encourages sign-up for My Penn Medicine.
• Responsible for arriving/departing activities of patients and performs point of service activities.
• Obtains insurance cards, copays, signatures/forms, referrals/authorizations as required, and updates EPIC accordingly.
• Finalizes all check-out procedures as per practice protocol.
• Communicates with patients regarding flow and wait times, and keeps management informed of potential issues.
• Issues referrals and obtains pre-authorizations as needed.
• Navigate and resolve EPIC work queues, escalating as needed.
• Performs other duties as requested or assigned.

Financial:

• Maintains up-to-date knowledge of insurance requirements pertinent to patient service and billing procedures.
• Achieves proficiency in automated systems such as EPIC APM, EMR, Navinet, credit card machines, etc.
• Validates patient demographic/insurance information and registers new patients into EPIC.
• Validates financial responsibility prior to service and completes accurate financial interviews.
• Records receipts and participates in cash reconciliation.
• Generates and runs reports related to front-end processes.
• Resolves work queues/issues from reports, including recovery of missing charges.

Regulatory Compliance:

• Complies with educational and training requirements.
• Ensures compliance with applicable federal, state, and local regulatory standards (e.g., TJC, HIPAA, etc.).

Change Management:

• Adapts to new processes and practice operation changes.

Education or Equivalent Experience:

• H.S. Diploma/GED AND 2+ years medical office or customer service experience. Advanced degree may be considered in lieu of experience.
• Associate Degree 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 stay healthy. We offer comprehensive compensation and benefits, including tuition assistance. Penn Medicine employees are committed to our mission, making advances to help people live longer, healthier lives.

Salary Range: $16.65 - $26.16/Hourly

Successful candidates will be offered a specific rate considering experience and education. Click here for UPHS’s Benefits.

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, etc.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Wellness and Fitness Services, Hospitals and Health Care, Medical Practices