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   Current UPHS employees must apply HERE

Access Services Associate I

Job ID: 193488
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 Access Services Associate (ASA) is a call center based customer service position supporting Penn Medicine ambulatory practices. This phone based, high volume role supports several types patient interactions including; registration, appointment scheduling, referrals and pre-authorizations. The position requires superior and compassionate customer service skills with a focus on Productivity to satisfy financial and operational targets of the Health System.This is primarily a Work From Home position This position requires the agent to learn and execute several protocols for a limited number of UPHS Departments.


  • 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.


    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

    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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