Access Services Associate I

Responsibilities:

• Strives t understand and anticipate patient needs t imprve the patient encunter and verall Penn Medicine experience, manages service recvery effrts when needed, enlisting management assistance as apprpriate.Answer phnes supprting Access Center SL gals and fllw department prtcls t manage patient requests. Cmmunicate patient need by thrughly cmpleting encunter dcumentatin, taking detailed ntes and rute apprpriately thrugh EMR.Cmplete call prcessing in an efficient manner; remain aware f call vlumes and Service Level perfrmance (when ntified); wrk as part f the team t handle the call vlumes.Schedule patient appintments 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.Cmmunicates with patients by using the AIDET mdel (Acknwledge, Intrduce, Duratin, Explanatin and Thank Yu) and keeps manager aware f ptential issues as they arise.Issues referrals fr patients as required and as per prtcl.Maintain knwledge f basic Medical terminlgy, Cmputer and EMR skills.Ensure patients are well prepared fr their visit by accurately scheduling with the apprpriate physician and specialty. Accurately cmmunicate and set patient expectatins in a clear, empathetic manner t help ensure they arrive fr their appintment with all pertinent infrmatin and care crdinatin (medical recrds, test results, referrals, cpays). In additin, patients will be prvided infrmatin n directins, parking and building navigatin.Crdinates clinical and administrative aspects f the new patient scheduling encunter.May Assist with sme Cmputer and System setup fr Telemed Patient.Explain the functinality n the MyPennMedicine App.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.Financial: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 prtclsther/RegulatryEnsures cmpliance with all applicable federal, state, and lcal regulatry standards (ex TJC, DH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc.)Flexible and readily adpts new prcesses and engages in practice peratin changes.

Credentials:

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• And 3+ years Experience in a healthcare environment or related experience
• Associate's, Bachelor's may be considered in lieu of experience