Patient Services Associate Full Time Float Pool

Penn Medicine; West Chester (Chester County); On-site; USD 36,000 - 48,000; Full time

Job summary

Penn Medicine is seeking a Patient Services Associate Float (PSAF) to support several offices within the Patient Access Departments. This full-time role requires 40 hours per week with day or night shifts and a bilingual Spanish requirement.

The PSAF handles intake, scheduling, and checkout while ensuring high-quality patient service and adherence to regulatory standards. The PSAF may rotate between departments and locations, arriving for patient check-in and checkout, collecting payments, and

Qualifications

• High School Diploma required.
• Medical office experience or 2 years of customer service experience required.
• Cross trained in all Patient Access departments required.
• Must successfully complete EPIC scheduling training/tests.

Responsibilities

• Assist multiple departments across Patient Access to maintain patient focus.
• Manage patient arrival/departure activities and registrations.
• Answer phones, schedule appointments, and route inquiries per protocols.
• Collect copays, verify insurance, and update EMR with accurate data.

Skills

Customer service

Communication

EPIC scheduling

Education

High School Diploma

Associates Degree

Tools

EPIC scheduling

Job description

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?

Patient Services Associate

Full Time, 40 hours a week, Float Pool will support several offices as needed

Shifts: Days or Nights, as needed

Bilingual Required - Spanish

Summary

The Patient Services Associate Float (PSAF) assists multiple practice/departments across Patient Access Departments 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 PSAF 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 PSAF may function in any Patient Access location or department. Rotation between PSA functions and/or departments are required. PSAF staff member may be assigned to work in a Patient Services Representative Registration and Scheduling position in any department of the Chester County Hospital. The Patient Access Leadership Team will provide an on-going pool of qualified crossed trained Patient Services/Registration/Scheduling staff to support and supplement staffing where needed.

Patient Service Associate Float:

• 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.

Financial

• 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.

Other / Regulatory

• 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.

Work Requirements

• Must schedule a minimum of 40 hours per pay period.
• Must be available to work any shift Monday-Sunday
• A minimum of 2 weekend shift and/or on-call weekend shift per month, if needed
• The holiday requirement is one holiday per Calendar year
• Flexible Schedule

Scheduling

• Schedules will be assigned by the Patient Access Resource Manager or designee. The Patient Access Float Associate Manager will rotate work assigned to the various shifts.
• ThePSAFstaff may sign up for any additional time after the departments have completed their schedules and before any overtime is scheduled.
• ThePSAFstaff will be assigned to units based on need and only expected to work within scope of skill for the role.
• ThePSAFstaff may commit to filling a temporary schedule of an employee who is on LOA or personal leave with the Directors approval.
• ThePSAFstaff will be the first to be reassigned should the need arise. If the IHR is reassigned during their shift, they will be paid travel time and mileage if applicable.

Education or Equivalent Experience

• High School Diploma (Required)
• Medical office experience, or 2 years ofcustomer service experience. Advanced degree may be considered in lieu of experience. (Required)
• Associates Degree (Preferred)
• Cross Trained in all Patient Access Departments (Required)
• Demonstrated experience with supporting non Patients Access areas (Preferred)
• Must successfully complete/pass EPIC schedgistrationtraining/tests (Required)

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.