Patient Services Coordinator Access Center

Penn Medicine; Philadelphia (Philadelphia County); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading academic medical center is seeking a Patient Services Coordinator to enhance patient experience and operational efficiency. The role involves managing daily operations, ensuring compliance, and supporting staff in delivering high-quality care. Join a team dedicated to making medical advances and providing exceptional patient care.

Benefits

Comprehensive compensation and benefits package

Prepaid tuition assistance program

Qualifications

• 3+ years of medical office experience required.
• Advanced degree may substitute for experience.

Responsibilities

• Manage daily planning and operations for assigned areas.
• Ensure compliance with regulatory standards.
• Assist staff in resolving difficult patient situations.

Skills

Patient Care

Customer Service

Communication

Education

H.S. Diploma/GED

Advanced Degree

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?

Job Title: Patient Services Coordinator

Department: Access Center Staff

Location: Centre Square West Tower - 1500 Market Street

Entity: CPUP

Hours: Mon-Fri office hours per department needs

Summary:

• The Patient Services Coordinator (PSC) assists the manager and/or physicians 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. In addition to performing the duties of a Patient Services Associate (check-in/out, patient registration, appointment scheduling, referrals/pre-authorizations), the PSC will oversee the daily schedule and operations of an assigned area/group. The PSC serves as the APM expert and liaison between staff and Managers/Physicians to ensure daily performance expectations are communicated and met. In the absence of the manager, the PSC may take on additional responsibilities.

Responsibilities:

• Ensure compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA) in assigned areas.
• Manage daily planning, operations, and problem-solving for assigned areas, ensuring schedules, staffing, and performance metrics are met.
• Communicate changes appropriately.
• Develop and maintain APM templates and master schedules; oversee AHIQA.
• Run financial reports and work towards reconciliation.
• Resolve work queues and issues from front-end reports.
• Prioritize recovery of missing charges proactively.
• Generate reports to monitor and coach real-time performance against expectations/metrics.
• Gather information for performance reviews as needed.
• Act as communication link between the group and management, disseminate information, and relay feedback.
• Collaborate with managers and providers to establish, implement, and maintain practice policies and procedures.
• Assist staff in resolving difficult patient situations or complaints.
• Participate in interviewing and oversee training of new hires.
• Perform surgery scheduling as required.
• Provide administrative support to physicians or managers as needed.
• Understand and anticipate patient needs, manage service recovery, and identify opportunities to improve patient experience.
• Handle patient interactions such as phone calls, requests, and scheduling according to protocols.
• Manage patient check-in/out activities, including copay collection, insurance verification, and documentation.
• Communicate with patients about flow and wait times, and alert management of issues.
• Issue referrals and obtain pre-authorizations as per protocol.
• Maintain knowledge of insurance requirements and update patient demographics in EMR.
• Record receipts accurately and participate in cash reconciliation.
• Order supplies and generate process reports.
• If applicable, coordinate clinical and administrative aspects of new patient scheduling and manage call center operations.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 3+ years of medical office experience (Required)
• Advanced degree may substitute for 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 package, including one of the region's finest prepaid tuition assistance programs. 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, military status, or any other protected status by law.