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Lead Patient Service Representative - Physical Therapy

Job ID: 167263
Category: Clerical/Administrative
Work Type: FT
Location: West Chester, PA, United States
Date Posted: Jan 12, 2023
Work Schedule: Full Time Day Shift

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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?

General Summary Statement

To perform department secretarial and receptionist duties as well as registration tasks for the Physical Rehabilitation Department. Assists the site lead with day to day and monthly communications, statistics, customer service, financial reports, payroll and other related tasks.

Essential Duties and Responsibilities

Documentation / Communication

1. Provides accurate and timely communications with the various Physical Rehabilitation cost centers and in conjunction with other hospital departments.

2. Maintains up to date knowledge of third party payer systems as they relate to Rehabilitation.

3. Counsels patients as needed on financial concerns and questions.

4. Facilitates financial / business office requests concerning patient authorizations, denials, and balance-billed questions.

5. Utilizes computer software accurately and updates staff Patient Services Representatives (PSR) knowledge of front desk software as it relates to Rehabilitation.

6. Maintains logs of critical communications between the department and other health care offices (physicians, hospital departments, external agencies).

7. Maintains minutes of “Site Staff meeting”.

8. Updates the front desk staff of changes in the Rehabilitation or CCH Policy and Procedures manuals in a timely fashion.

9. Assists in office operations by completing routine PSR functions


1. Supervision

a. Monitors directly and indirectly site PSRs.

b. Assists the Rehabilitation Services Coordinator in the completion of staff PSR annual appraisals accurately and timely.

c. Regularly provides mentoring and feedback to PSRs regarding office skills, strategies, and tactics.

d. Coordinates PTO coverage for PSRs with the Physical Therapy Site Lead & Rehab Systems Coordinator.

e. Provides support, oversight, and delegation to PSRs for the completion of daily operations which including:

1) Patient scheduling and registration

2) Electronic Health Record (EHR) usage

3) Patient calls

4) Various electronic logs

5) Job Task prioritization

2. Assists the Director and/or Assistant Director and the Rehabilitation Systems Coordinator in use and maintenance of the scheduling system

3. Assists the Director and/or Assistant Director with education to PSRs regarding EPIC and the department EHR as needed.

4. Assists the Rehabilitation Systems Coordinator with the final resolution of any complaints concerning front desk operations or personnel.

5. Provides operational in-services to the front desk staff to update operations as needed.

Medical Record & Data Management

1. Demonstrates competency of use of computer software including Word, Excel, EHR, patient scheduling and registration software, co-pay electronic system, and various insurance verification systems

2. Monitors the processes concerning patient record maintenance, charge entry accuracy, and general office business functions.

3. Assists the Rehabilitation Systems Coordinator, Physical Therapy Site Lead (and as needed the Director and/or Assistant Director) in gathering and organizing monthly and yearly statistical reports for the cost center.

4. Supervises the maintenance and storage of stored department paper medical records with current vender.

Work Ethics

1. Uses time effectively and productively to complete established tasks.

2. Performs as a team player who is open to change, offers suggestions for improvements to operations, and is responsible for and accountable to managing front desk efficiency and the patient experience.

Education Training and Experience

  • High School Diploma or equivalent
  • 2+ years’ experience working in an office-based service
  • Prior Supervisory experience preferred
  • Computer experience – Microsoft Office software including Word, Excel, Outlook and able to navigate the internet
  • Medical Record Knowledge – Medical terminology, strong medical insurance knowledge, knowledge of medical billing
  • Office coordination skills – Knowledge and skills in directing front desk subordinate personnel and office procedures
  • Excellent interpersonal skills for communication with staff, the public, and other health related professionals
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 program that includes one of the finest prepaid tuition assistance programs in the region. 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 and Affirmative Action 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 status, military status, status as a protected veteran or any other status protected by applicable law.

   Current UPHS employees must apply HERE
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