Patient Services Associate

Penn Medicine, University of Pennsylvania Health System; West Chester (Chester County); On-site; USD 40,000 - 50,000; Full time

Job summary

A leading academic medical center seeks a Patient Services Associate to enhance patient experiences. This full-time role involves managing patient appointments, navigating registration processes, and ensuring top-quality service in a busy medical practice. Ideal candidates have strong customer service skills and a background in medical office settings.

Qualifications

• H.S. Diploma/GED required.
• 2+ years medical office or customer service experience.
• Advanced degree may be considered in lieu of experience.

Responsibilities

• Assist in maintaining patient/customer focus and high-quality care.
• Manage service recovery efforts and manage patient appointments.
• Handle patient intake and billing information.

Skills

Customer service

Patient navigation

Communication

Education

H.S. Diploma/GED

Associate of Arts or Science

Job description

1 month ago Be among the first 25 applicants

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.

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?

Full Time Patient Services Associate

Mon - Fri 8:30am - 5:00pm On Call and Weekend coverage: rotation would be every 6-8 weeks. Weekend shift is Saturday 7am - 12pm.

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, who is also responsible for the intake/patient registration and or scheduling process. 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, Patient Navigation, Liaison activity, and performing point of service activities. The PSA may function in any Patient Access location or department. Rotation between PSA functions and/or departments may be required.
  
  

Responsibilities:

• Strives to understand and anticipate patient needs, manages service recovery efforts when needed, enlisting management assistance as appropriate, identifies opportunities to improve the patient experience.
  
  

As per practice/department protocols and/or measurements: answer phones in a timely manner, manage/handle patient requests and route appropriately, retrieve voicemails in a timely manner, take accurate and thorough messages and route appropriately through EMR.

Schedule patient appointments (on phone or in person) by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes and confirming appointments, and, as needed, offering alternative and canceling/rescheduling appointments.

Responsible for arriving/departing activities of patient at any Patient Access location or department and performs point of service activities: collects copays and records accurately, obtains necessary signatures/forms, obtains insurance cards and referrals/authorizations, updates appointment status in EMR, and finalizes all check-out procedures.

Communicates with patients regarding patient flow and wait times – keeps manager aware of potential issues as they arise.

Issues referrals and obtains pre-authorizations for patients as required and as per protocol.

Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans and which insurers require a copayment (including how to collect a copay) or referral.

Validates patient demographic/insurance information and/or registers new patients into EMR using established protocols

Records receipts accurately to ensure end of day reconciliation

participates in cash reconciliation delineations.

Resolves work queues and/or issues from front-end reports

proactively prioritizes recovery of missing charges.

Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc.)

Staying current with communications from the Patient Access Management Team while remaining flexible and readily adopts new processes and engages in practice operation changes.

Coordinates clinical and administrative aspects of the new patient scheduling encounter.

Perform within the expected outcome of the Automated Call Distribution (ACD) environment.

Solves telephone issues and timely reports problems related to volume to manager.

Follow established downtime procedures for registration

Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

Other duties as assigned to support the unit, department, entity, and health system organization

Credentials:

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• Education Specialization: Equivalent Experience:
• And 2+ years Medical office experience. Or 2 years of customer service experience. Advanced degree may be considered in lieu of experience.
• Associate of Arts or Science
• Education Specialization: Equivalent Experience:
  
  

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 that includes one of the finest prepaid tuition assistance programs in the region. 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 for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

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

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