Patient Services Associate - Full Time - Pennsylvania Hospital

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: Infusion Services

Entity: Pennsylvania Hospital 

Hours/Shift: M-F, Day shift

 

Patient Services Associate (PSA) - Penn Medicine

Summary: Are you passionate about providing exceptional patient care and customer service? Join our team as a Patient Services Associate (PSA) and help us deliver high-quality care while ensuring patient satisfaction. You'll manage patient arrivals and departures, handle calls and inquiries, coordinate appointments, update insurance and billing information, and perform point-of-service activities. 

Accountabilities:

Patient Service:

• Anticipate and Address Patient Needs: Understand and anticipate patient needs, manage service recovery efforts, and identify opportunities to enhance the patient experience.
• Efficient Communication: Answer phones promptly, handle patient requests, retrieve voicemails, and take accurate messages, routing them appropriately through our EMR system.
• Appointment Coordination: Schedule patient appointments by determining the reason for the visit, following established protocols, and communicating changes. Offer alternatives and manage cancellations/rescheduling as needed.
• Arrival and Departure Activities: Collect copays, obtain necessary signatures/forms, update appointment status in EMR, and finalize check-out procedures. Communicate with patients about wait times and keep the manager informed of potential issues.
• Referrals and Authorizations: Issue referrals and obtain pre-authorizations for patients as required.

Financial:

• Insurance Knowledge: Maintain up-to-date knowledge of insurance requirements and billing procedures, including managed care plans and copayment/referral needs.
• Accurate Records: Validate patient demographic/insurance information, register new patients, and record receipts accurately for end-of-day reconciliation.
• Proactive Issue Resolution: Resolve work queues and front-end report issues, prioritize recovery of missing charges, and order office supplies as needed.

Other / Regulatory:

• Stay Informed: Ensure compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME).
• Adaptability: Be flexible and ready to adopt new processes and engage in practice operation changes.
• Team Support: Perform duties in accordance with Penn Medicine values, policies, and procedures, and support the unit, department, entity, and health system organization as needed.

Required Qualifications:

Credentials:

• Epic Certifications (Required)
• Must successfully complete/pass EPIC schedgistration training/tests

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• Education Specialization: Associate of Arts or Science (Required)
• Equivalent Experience: Or 4+ years Customer Service Experience Or Completion of our Pathway Program

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.