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Patient Services Coordinator

Job ID: 194350
Work Type: FT
Location: Philadelphia, PA, United States

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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?


  • The Patient Services Coordinator (PSC) assists the manager and/or physicians 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. In addition to performing the duties of a Patient Services Associate (check in/out, patient registration, appointment scheduling, referrals/pre-authorizations), the PSC will be expected to oversee the daily schedule and operations of an assigned area/group. The PSC serves as the APM expert and the liaison between staff and Managers/Physicians to ensure daily performance expectations are communicated and met. In the absence of the manager, the PSC may take on additional responsibilities.


  • Crdinatr Accuntabilities: Ensure self and assigned area(s) are cmpliant with all applicable federal, state, and lcal regulatry standards (ex TJC, DH, FDA, HIPAA, etc) Manage the day-t-day planning, peratins and prblem slving fr assigned areas – ensure daily schedule, staffing needs, and perfrmance metrics are met. Cmmunicates changes apprpriately. Develps and maintains APM templates and master schedules versight f AHIQA. Runs regular financial reprts and wrks twards recnciliatin. Reslves wrk queues and/r issues frm frnt-end reprts. Practively priritizes recvery f missing charges. Generates/runs reprts t mnitr and cach real-time perfrmance against pre-established expectatins/metrics. May be respnsible fr gathering infrmatin fr perfrmance reviews. Act as the cmmunicatin link between the grup he/she is leading, and management. Disseminates infrmatin t the grup and frwards infrmatin back up t management. Effectively wrks with manager and prviders t establish, implement, and maintain practice plicies, prcedures and efficient systems that supprt daily peratins. Assists staff in reslving difficult patient situatins r cmplaints Participates in the interviewing prcess and versees the training f new hires. Perfrm surgery scheduling, as needed/required by the practice. May prvide administrative supprt t physicians r manager(s).Patient Service Assciate Respnsibilities: Strives t understand and anticipate patient needs, manages service recvery effrts when needed, enlisting management assistance as apprpriate, identifies pprtunities t imprve the patient experience. As per practice/department prtcls and/r measurements: answer phnes in a timely manner, manage/handle patient requests and rute apprpriately, retrieve vicemails in a timely manner, take accurate and thrugh messages and rute apprpriately thrugh EMR. Schedule patient appintments (n phne r in persn) by determining reasn fr visit, fllwing established schedules and prtcls, using apprpriate billing area/appintment lcatin, cmmunicating changes and cnfirming appintments, and, as needed, ffering alternative and canceling/rescheduling appintments. Respnsible fr arriving/departing activities f patient at practice and perfrms pint f service activities: cllects cpays and recrds accurately, btains necessary signatures/frms, btains insurance cards and referrals/authrizatins, updates appintment status in EMR, and finalizes all check-ut prcedures. Cmmunicates with patients regarding patient flw and wait times – keeps manager aware f ptential issues as they arise. Issues referrals and btains pre-authrizatins fr patients as required and as per prtcl. Maintains up t date knwledge f insurance requirements pertinent t patient service and billing prcedures: including basic knwledge f all managed care plans and which insurers require a cpayment r referral. Validates patient demgraphic/insurance infrmatin and/r registers new patients int EMR using established prtcls. Recrds receipts accurately t ensure end f day recnciliatin; participates in cash recnciliatin delineatins. Reslves wrk queues and/r issues frm frnt-end reprts; practively priritizes recvery f missing charges. rders supplies fr the ffice and generates frnt-end prcess reprts as requested.Access Center Accuntabilities (if applicable): Crdinates clinical and administrative aspects f the new patient scheduling encunter. Perfrm within the expected utcme f the Autmated Call Distributin (ACD) envirnment. Slves telephne issues and timely reprts prblems related t vlume t manager. Fllw established dwntime prcedures fr registratin As needed: assist with cverage f PS and Pre-Prcessing Areas, create/mail new patient packets, appintment ‘bumping’, wait list scheduling, resurce scheduling, and team scheduling.


    Education or Equivalent Experience:

    • Associate of Arts or Science
    • Associate's Degree or Bachelor's Degree preferred. Must successfully complete/pass EMR training/tests.
    • H.S. Diploma/GED (Required)
    • H.S. Diploma/GED and 3+ years Medical office experience. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience. Must successfully complete/pass EMR training/tests.
    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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