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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.
DescriptionPenn 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.
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.
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.
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.