Penn Medicine, University of Pennsylvania Health System · 9 hours ago
Access Services Associate I
United States
Full-time
Remote
New Grad, Entry LevelPenn Medicine is dedicated to providing the highest level of care to patients and is seeking an Access Services Associate I to support ambulatory practices. This role involves customer service responsibilities such as registration, appointment scheduling, and managing patient interactions in a high-volume call center environment.
BiotechnologyEducationHealth CareMedicalTraining
Responsibilities
Strives to understand and anticipate patient needs to improve the patient encounter and overall Penn Medicine experience, manages service recovery efforts when needed, enlisting management assistance as appropriate
Answer phones supporting Access Center SL goals and follow department protocols to manage patient requests
Communicate patient need by thoroughly completing encounter documentation, taking detailed notes and route appropriately through EMR
Complete call processing in an efficient manner; remain aware of call volumes and Service Level performance (when notified); work as part of the team to handle the call volumes
Schedule patient appointments 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
Communicates with patients by using the AIDET model (Acknowledge, Introduce, Duration, Explanation and Thank You) and keeps manager aware of potential issues as they arise
Issues referrals for patients as required and as per protocol
Maintain knowledge of basic medical terminology, Computer and EMR skills
Ensure patients are well prepared for their visit by accurately scheduling with the appropriate physician and specialty. Accurately communicate and set patient expectations in a clear, empathetic manner to help ensure they arrive for their appointment with all pertinent information and care coordination (medical records, test results, referrals, copays). In addition, patients will be provided information on directions, parking and building navigation
Coordinates clinical and administrative aspects of the new patient scheduling encounter
May Assist with some Computer and System setup for Telemed Patient
Explain the functionality on the MyPennMedicine App
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
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
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
Qualification
Required
H.S. Diploma/GED (Required)
Superior and compassionate customer service skills
Ability to learn and execute several protocols for a limited number of UPHS Departments
Knowledge of basic medical terminology
Computer and EMR skills
Ability to communicate effectively with patients using the AIDET model
Knowledge of insurance requirements pertinent to patient service and billing procedures
Ability to validate patient demographic/insurance information and/or register new patients into EMR using established protocols
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
Preferred
Associate's or bachelor's degree 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
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
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$70.9MKey Investors
BIRD FoundationWarren Alpert FoundationNational Cancer Institute
2025-01-22Grant
2023-01-03Grant· $9.7M
2022-08-18Grant· $5.7M
Leadership Team
Kevin Mahoney
Chief Executive Officer of University of Pennsylvania Health System
John Donohue
Vice President, Enterprise Services
Recent News
The Philadelphia Inquirer
2026-01-03
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