Lead PSA
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Job ID: 199066
Category: Customer Service/Patient Access
Work Type: FT
Location: West Chester, PA, United States
Work Schedule: Full Time Day Shift. Weekend Rotations.
Description
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?
Summary:
PSA Team Lead assists the Supervisor/Manager in providing daily guidance, support, and communication to the Patent Service Associate (PSATL) team members. The goal is to offer an excellent Patient/Customer Experience by providing efficient transactions, positive human interactions, and solid knowledge of Penn Medicine physicians, providers, programs, and services.
In this working role the Team Lead works closely with management to prioritize business goals and frontline information needs. S/he supports Department/Practice programs and staff development initiatives related to process improvement, reporting, training, job support tools, quality, and reward/recognition programs.
The Team Lead answers inbound phone inquiries and responds to customer/patient requests for physician referrals, appointment requests, health screenings, and classes. The position also responds to patient/customer communication from the pennmedicine.org website by making follow-up outbound calls. The position offers a first tier of escalation to PSAs by identifying, researching, and assisting team members to resolve customer/patient issues and ensure the highest level of service.
This position requires the ability to work in a team-oriented environment to help identify and solve problems as well as establish effective working relationships with colleagues and customers.
Responsibilities:
- Assists the Supervisor/Associate Director 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.
- Assists the Supervisor/ Associate Director in providing daily direction, guidance, and communication to frontline team in a timely, efficient, and knowledgeable manner.
- Serves as a first tier of escalation to PSAs by identifying, researching, and assisting team members to resolve customer/patient issues and ensure the highest level of service.
- Supports Supervisor/Associate Director with staff development initiatives related to process improvement, reporting, training, job support tools, quality, and reward/recognition programs.
- Supports management in the prioritization of business goals and information needs.
- Assists Supervisor/ Associate Director with development, analyses, and implementation of new policies, training, scheduling, and reward/recognition programs.
- Assists with orientation/training of new employees and ongoing development of fellow team members.
- Provides input for employee evaluations, as requested.
- Supports the continual evaluation of Department/Practice processes and procedures; recommends process improvements.
- Assists with reporting activities as assigned.
- Assures that relevant job support and other knowledge-based tools are current and relevant; informs management proactively of needed additions or revisions.
- Maintains and protects patient confidentiality in accordance with Health Insurance Portability and Accountability Act (HIPAA) regulations; maintains confidentiality related to information being processed, stored, or accessed.
- Displays solid verbal and written communication skills.
- Prepares clear, concise, accurate, and well-organized documentation of encounters.
- Effectively relays written information via the appropriate method (e.g., letter/memo, fax, e-mail).
- Speaks to be understood and presents ideas and information in ways that others can easily understand.
- Exchanges clear, concise, and accurate information via the most appropriate verbal medium (e.g. face-to face, telephone call, voicemail).
- Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
- Performs other duties as assigned to support the unit, department, entity, and health system.
Education or Equivalent Experience:
High school or GED and/or 2+ years Medical office experience, or 2 years of customer service experience. Advanced degree may be considered in lieu of experience. (Required)
1+ year as a Patient Service Associate (PSA II) (Required)
Associates Degree (Preferred)
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.
