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Penn Medicine, University of Pennsylvania Health System · 4 hours ago

Patient Services Associate

Media, PA

Full-time

Onsite

Entry Level

2+ years exp

Penn Medicine is a leading academic medical center dedicated to providing high-quality patient care, conducting innovative research, and educating future leaders in medicine. The Patient Services Associate (PSA) plays a crucial role in maintaining a patient-centered focus, managing patient calls, coordinating appointments, and ensuring operational efficiency within the practice. This position requires collaboration with clinical and administrative teams to enhance the overall patient experience.

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Responsibilities

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

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

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

Qualification

Medical office experienceCustomer service experienceEMR proficiencyCommunication skillsProblem-solving skills

Required

HS Diploma/GED (Required)

2+ years of Medical office experience, or relevant customer service experience (Required)

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

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