Patient Services Associate - Full Time - Penn Medicine at Home

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?

Job Title: Patient Services Associate

Department: HCHS Home Care Program

Entity: Penn Medicine at Home

Shift: M-F, day shift, 1 weekend a month

Join Our Team as a Patient Services Associate (PSA) at Penn Medicine!

Are you passionate about providing exceptional patient care and customer service? Do you thrive in a dynamic, patient-focused environment? If so, we invite you to join our team as a Patient Services Associate (PSA) at Penn Medicine!

Summary:

As a Patient Services Associate, you will play a vital role in ensuring a positive experience for our patients. You will support the department by maintaining a patient-centered focus, assisting in the delivery of high-quality care, and helping to meet or exceed patient satisfaction and financial/operational targets. Your responsibilities will include managing patient calls and inquiries, coordinating appointments, updating insurance and billing information, and processing referrals.

Key Responsibilities:

Patient Service:

• Anticipate and understand patient needs, manage service recovery efforts, and identify opportunities to enhance the patient experience.
• Answer phones promptly, handle patient requests, retrieve voicemails, and take accurate messages, routing them appropriately through the EMR.
• Schedule patient appointments by determining the reason for the visit, following established schedules and protocols, and communicating changes and confirmations.
• Communicate with patients about flow and delays, keeping the manager informed of potential issues.
• Issue referrals and obtain pre-authorizations as required.
• Navigate and resolve work queues in the EMR system.

Financial:

• Maintain up-to-date knowledge of insurance requirements and billing procedures, including managed care plans and copayment/referral requirements.
• Validate patient demographic/insurance information and register new patients into the EMR.
• Resolve work queues and prioritize the recovery of missing charges.
• Order office supplies and generate front-end process reports as requested.

Other / Regulatory:

• Ensure compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME).
• Be flexible and readily adopt new processes and engage in practice operation changes.

Additional Department Responsibilities (if applicable):

• Coordinate clinical and administrative aspects of referral entry and scheduling support.
• Receive information via phone, fax, work queues, ECIN, and email, processing and routing it appropriately.
• Perform within the expected outcome of the Automated Call Distribution (ACD) environment.
• Solve telephone issues and report problems related to volume to the manager.
• Follow established downtime procedures for registration.

Credentials:

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 2+ years of medical office experience, or 4 years of customer service experience (Required)
• Advanced degree (Associate's, Bachelor's, Master'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 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.