Patient Services Associate

Patient Services Associate (PSA)

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?

Pennsylvania Hospital is seeking a Patient Services Associate (PSA) to join the team! This is a full-time opportunity.

Are you passionate about delivering 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!

As a Patient Services Associate, you will play a crucial role in ensuring a positive experience for our patients. You will support the practice/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 arrivals and departures, handling patient calls and inquiries, coordinating appointments, updating insurance and billing information, and performing point-of-service activities. You may also rotate between different PSA functions and departments as needed.

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.
• Manage patient arrival and departure activities, including collecting copays, obtaining necessary signatures/forms, updating appointment status in the EMR, and finalizing check-out procedures.
• Communicate with patients about flow and wait times, keeping the manager informed of potential issues.
• Issue referrals and obtain pre-authorizations as required.

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.
• Accurately record receipts and participate in end-of-day cash reconciliation.
• 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.

Credentials:

• Must successfully complete/pass EPIC Shedgistration training/tests

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 4+ years of 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 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.

Pennsylvania Medicine