Patient Services Associate Orthopaedic Float

Patient Services Associate (Float)

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Job Title: Patient Services Associate (Float) Department: Orthopaedic Surgery (multiple locations) Entity: Clinical Practices of the University of Pennsylvania (CPUP) Hours: M-F, 5 8 hour days. Start time as early as 7am or as late as 9am. Exact hours based on operational need. Locations: Travel required to multiple locations. Based out of Penn Medicine University City - 3737 Market St

3737 Market St (7th and 8th floors) Philadelphia PA 19104 Weightman Hall 235 S 33rd St Philadelphia PA 19104 Pennsylvania Hospital 800 Spruce St Philadelphia PA 19107 Farm Journal Building 719 Manning St Philadelphia PA 19107 19107 Radnor 145 King of Prussia Rd Radnor PA 19087

Ability to travel to and work at all locations required.

Float Requirements:

This position serves as a full-time float within the Department of Orthopaedic Surgery and provides coverage across multiple practice locations based on operational and staffing needs. Employees are expected to work at assigned locations and schedules, which may vary. Schedules are typically communicated in advance; however, adjustments may be required to support unexpected staffing needs. Employees must demonstrate professionalism and strong interpersonal, communication, and customer service skills. Flexibility, adaptability, and reliable attendance are essential to success in this role. Responsible for patient check in and check out for Orthopaedic and multispecialty practices.

Summary:

• The Patient Services Associate (PSA) assists the practice/department in maintaining a patient/customer focus, supports the delivery of high-quality care, shares a passion for patient and customer-centered care, and assists in meeting or exceeding patient satisfaction and financial/operational targets.
• The PSA is responsible for the arrival and/or departure activities of patients in the practice, managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and performing point of service activities.
• The PSA may function in a physician practice or a call center environment. Rotation between PSA functions and/or departments may be required.

Responsibilities:

• Patient Service: Strives to understand and anticipate patient needs, manages service recovery efforts when needed, enlisting management assistance as appropriate, identifies opportunities to improve the patient experience.
• As per practice/department protocols and/or measurements: answer phones in a timely manner, manage/handle patient requests and route appropriately, retrieve voicemails in a timely manner, take accurate and thorough messages and route appropriately through EMR.
• Schedule patient appointments (on phone or in person) by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes and confirming appointments, and, as needed, offering alternative and canceling/rescheduling appointments.
• Responsible for arriving/departing activities of patient at practice and performs point of service activities: collects copays and records accurately, obtains necessary signatures/forms, obtains insurance cards and referrals/authorizations, updates appointment status in EMR, and finalizes all check-out procedures.
• Communicates with patients regarding patient flow and wait times keeps manager aware of potential issues as they arise. Issues referrals and obtains pre-authorizations for patients as required and as per protocol.
• Financial: Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans and which insurers require a copayment or referral.
• Validates patient demographic/insurance information and/or registers new patients into EMR using established protocols.
• Records receipts accurately to ensure end of day reconciliation; participates in cash reconciliation delineations.
• Resolves work queues and/or issues from front-end reports; proactively prioritizes recovery of missing charges.
• Orders supplies for the office and generates front-end process reports as requested.
• Other / Regulatory: Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
• Flexible and readily adopts new processes and engages in practice operation changes.
• Access Center Responsibilities (if appropriate): Coordinates clinical and administrative aspects of the new patient scheduling encounter. Performs within the expected outcome of the Automated Call Distribution (ACD) environment. Solves telephone issues and timely reports problems related to volume to manager. Follow established downtime procedures for registration. As needed: Assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment bumping, wait list scheduling, resource scheduling, and team scheduling.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• And 2+ years Medical office experience, or 4 years of customer service experience.
• 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.