Patient Services Associate Orthopaedics

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 42,000 - 54,000; Full time

Job summary

Penn Medicine, a leading academic medical center, seeks a Patient Services Associate in the Orthopaedics department. The PSA will manage patient arrivals, calls, appointments, and billing updates, while ensuring a positive patient experience and adherence to regulatory standards.

Responsibilities include scheduling, insurance verification, copay collection, and front-end reports. Requires high school diploma and 2+ years medical office or 4 years customer service experience.

Qualifications

• H.S. Diploma or GED required.
• 2+ years medical office experience or 4 years of customer service experience.
• Advanced degree may be considered in lieu of experience.

Responsibilities

• Assist practice/department in maintaining a patient/customer focus and support high-quality care.
• Handle arrival/departure activities, patient calls, inquiries, and appointment coordination.
• Update patient insurance/billing information and perform point of service activities.
• Schedule patient appointments, confirm changes, and communicate updates.
• Collect copays, verify insurance, and finalize checkout procedures.
• Maintain compliance with federal/state/local regulatory standards.

Education

High School Diploma or GED

Associate's / Bachelor's degree preferred in lieu of experience

Job 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.

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?

Job Title: Patient Services Associate

Department: Orthopaedics

Entity: Clinical Practices of the University of Pennsylvania (CPUP)

Location: Pennsylvania Hospital - 800 Spruce St

Hours: M-F, 8-4:30 with flexibility in hours based on operational need

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

• Patient Service:
• 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 practice 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 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.
• Orders supplies for the office and generates front-end process reports as requested.
• Other / Regulatory:
• Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc) Flexible and readily adopts new processes and engages in practice operation changes.
• Access Center Responsibilities (if appropriate):
• 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.
• As needed:
• assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment ‘bumping’, wait list scheduling, resource scheduling, and team scheduling.
• 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.

Education or Equivalent Experience

• H.S. Diploma/GED (Required)
• And 2+ years medical office experience, or 4 years of customer service experience.
• Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of 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.