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Penn Medicine, University of Pennsylvania Health System · 10 hours ago

Patient Services Coordinator

Lansdale, PA

Full-time

Onsite

Mid Level

3+ years exp

Penn Medicine is dedicated to providing high-quality care, conducting innovative research, and educating future leaders in medicine. The Patient Services Coordinator assists in maintaining a patient/customer focus, supports the delivery of care, and oversees daily operations and scheduling in an assigned area.

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Responsibilities

Ensure self and assigned area(s) are compliant with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, etc) Manage the day-to-day planning, operations and problem solving for assigned areas – ensure daily schedule, staffing needs, and performance metrics are met. Communicates changes appropriately. Develops and maintains APM templates and master schedules Oversight of AHIQA. Runs regular financial reports and works towards reconciliation. Resolves work queues and/or issues from front-end reports. Proactively prioritizes recovery of missing charges. Generates/runs reports to monitor and coach real-time performance against pre-established expectations/metrics. May be responsible for gathering information for performance reviews. Act as the communication link between the group he/she is leading, and management. Disseminates information to the group and forwards information back up to management. Effectively works with manager and providers to establish, implement, and maintain practice policies, procedures and efficient systems that support daily operations. Assists staff in resolving difficult patient situations or complaints Participates in the interviewing process and oversees the training of new hires. Perform surgery scheduling, as needed/required by the practice. May provide administrative support to physicians or manager(s). 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. 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. 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

Qualification

Medical office experiencePatient schedulingInsurance knowledgeEMR proficiencyCommunication skills

Required

H.S. Diploma/GED (Required)

3+ years medical office experience (Required)

Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience

Preferred

Associate of Arts or Science (Preferred)

Benefits

Comprehensive compensation and benefits program

Prepaid tuition assistance programs

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