Patient Service Associate Job Description

At Penn Medicine, we are dedicated to delivering exceptional patient care and innovative medical research. As a Patient Service Associate, you will play a critical role in supporting our outpatient sites and departments in maintaining a strong patient/customer focus.

Key Responsibilities:

• Takes accountability for ensuring patient schedules are built timely.
• Answers phones in a timely manner and manages/handles patient requests and routes appropriately.
• Utilizes knowledge of schedule and protocols.
• Uses proper billing area/appointment location.
• Cancels/reschedules appointments as needed.
• Communicates changes to local site/transportation/admissions.
• Maintains SQL reports as assigned to support scheduling and revenue cycle.
• Communicates with local site regarding patient flow and keeps manager aware of potential issues.
• Lights referrals for patients as required and per protocol.
• Successfully navigates and resolves EPIC work queues-escalate as needed.
• Coordinates with central admission, transportation, Utilization Management departments as needed.
• Maintains up-to-date knowledge of insurance requirements pertinent to patient services and billing procedures.
• Achieves proficiency in automated systems such as EPIC (including in-basket), Navinet, and SQL.
• Ensures appropriate HAR is assigned to registration/insurance.
• Generates/runs reports related to front-end processes.
• Resolves work queues and/or issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested.
• Proactively prioritizes recovery of missing charges.
• Enters PB & HB back end charges (BEC) for outpatient sites.
• Coordinates with financial administrative team to ensure clean billing processes.
• Greets and interacts with physicians and clinical staff in a positive, pleasant, and professional manner.
• Listens carefully and communicates clearly with physicians and clinical staff to ensure understanding of patient's request.
• Analyzes problems form the customer's point of view.
• Learns/anticipates the individual need(s) and does the best possible job of satisfying those needs using the best solutions that re responsive to their need(s).
• Documents needs, as appropriate in EPIC.
• Establishes positive relationships with local site be demonstrating knowledge of patient history with practice, treating them with compassion, and responding to their individual needs.
• Handles stressful situations appropriately.
• Delivers seamless patient/customer service and provides recovery for lapses in service as needed.
• Ensures patient, family confidentially, respect, safety, and security.
• Strives to understand and value differences in others' race, gender, nationality, and age-modifies interactions as needed to accommodate diverse needs of the patient/family.
• Displays age-appropriate competencies for the patient populations served.
• Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys.
• Provides comments and feedback to management team to maintain and improve quality of services.
• Participates in Entity and Department wide initiatives for Patient/Employee safety.
• Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of their position.
• Supports team, as required or needed based on daily workloads, by assisting with work processes that fall outside of their assigned role.
• Asks questions if/when uncertain about something.
• Ensures communication and collaboration with clinical staff and fellow co-workers to serve patients to the best of his/her ability.

Credentials:

• H.S. Diploma/GED (Required)
• High School Graduate/GED/Equivalent Work Exp.: required 4 years customer service required 2 years medical experience preferred Thorough knowledge of third-party insurance coverage guidelines Advanced degree may be considered in lieu of experience.
• Bachelor of Arts or Science
• Bachelor's Degree preferred

About Us:

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.