Location: Cherry Hill, NJ
Department: Operations
Summary:
Assists the practice/department in maintaining a patient/customer focus, supports the delivery of high quality care, shares a passion for patient and customer-centered care, and assists in meeting or exceeding patient satisfaction and financial/operational targets.
Responsible for the arrival and/or departure activities of patients in the practice, managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and performing point of service activities.
May function in a physician practice or a call center environment. Rotation between PSA functions and/or departments may be required.
Responsibilities:
Patient Service: • 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. |
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
• 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.
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.
Access Center Responsibilities (if appropriate):
• 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 |
Credentials:
Demonstrated customer service skills |
Demonstrated interpersonal/verbal communication skills |
Basic computer knowledge and skills |
Ability to speak, read, and, write in English |
Ability to utilize critical thinking |
Ability to multi-task |
Experience using EMR |
Education or Equivalent Experience:
High School Diploma required
Must successfully complete/pass EPIC schedgistration training/tests
