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Penn Medicine, University of Pennsylvania Health System · 3 hours ago

Patient Services Associate

Philadelphia, PA

Full-time

Onsite

Entry Level

2+ years exp

Penn Medicine is dedicated to providing the highest level of care to patients while conducting innovative research and educating future leaders in the field of medicine. The Patient Services Associate role focuses on maintaining patient/customer focus, supporting the delivery of high quality care, and assisting in meeting patient satisfaction and operational targets.

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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

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

Takes accountability for ensuring patient/work areas are neat and clean

Orders supplies, as requested, for practice/department

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

Schedule patient appointments (on phone or in person) accurately and completely:

Utilizes knowledge of schedules and protocols

Uses proper billing area/appointment location

Cancels/reschedules appointments as needed and changes appointment status in EPIC

Communicates changes to patient and confirms appointments

If scheduling patients via telephone, remind patient what to bring to appointment (insurance card, test results, referrals, etc.). Encourages patients, as appropriate, to sign up for My Penn Medicine

Responsible for arriving/departing activities of patient at practice 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 patient flow and wait times – keeps manager aware of potential issues as they arise

Issues referrals and obtains pre-authorizations for patients as required

Successfully navigate and resolve EPIC work queues – escalate as needed

Perform other duties as requested or assigned

Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans UPHS participates with and which insurers require a copayment or referral

Achieves proficiency in automated systems; such as EPIC APM and EMR (includinginbasket), hospital based EMRs (where necessary),Navinet, credit card machines,IPayment, etc

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

Validates financial responsibility prior to service utilization and completes an accurate financial interview at time of registration

Records receipts according to practice protocol so as to ensure appropriate end of day reconciliation. Participates in cash reconciliation delineations

Generates/runs reports, as requested, related to front-end processes

Resolve work queues and/or issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested. Proactively prioritizes recovery of missing charges

Complies with educational and training requirements at prescribed intervals (via Knowledge Link and/or other methods as required)

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 is engaged in practice operation changes

Qualification

EPICMedical Office ExperienceCustomer ServiceInsurance KnowledgeCommunication SkillsTeamworkProblem SolvingFlexibility

Required

H.S. Diploma/GED (required)

2+ years of Medical Office Experience or relevant customer service experience (required)

Must Successfully complete and pass EPIC registration training/tests

Preferred

Associate's Degree or higher (preferred)

Advanced Degree may be considered in lieu of experience

Benefits

Competitive Benefits

Career Growth Opportunities

Tuition Assistance at University of Pennsylvania

Company

Penn Medicine, University of Pennsylvania Health System

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Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.

Founded in 1765

Philadelphia, Pennsylvania, USA

10001+ employees