Patient Services Associate

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. Entity: Clinical Care Associates (CCA) - Penn Primary Care (PPC) and Penn Specialty Practices (PSP) of Penn Medicine Medical Group (PMMG) Department: Pottstown Primary Care Location: 13 Armand Hammer Blvd Hours: Per Departmental Needs Job 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. Accountabilities Patient Service Strive to understand and anticipate patient needs, manage service recovery efforts when needed, enlist management assistance as appropriate, identify opportunities to improve the patient experience. Answer phones and voicemail in a timely manner, manage patient requests, take accurate messages and route through EMR. Schedule patient appointments by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes and confirming appointments, and offering alternative options or rescheduling as needed. Perform point of service activities: collect copays, obtain necessary signatures/forms, obtain insurance cards and referrals/authorizations, update appointment status in EMR, and finalize all check‑out procedures. Communicate with patients regarding flow and wait times, and keep manager aware of potential issues. Issue referrals and obtain pre‑authorizations for patients as required and per protocol. Financial Maintain up‑to‑date knowledge of insurance requirements pertinent to patient service and billing procedures, including basic knowledge of all managed care plans and insurers that require a copayment or referral. Validate patient demographic/insurance information and register new patients into EMR using established protocols. Record receipts accurately to ensure end‑of‑day reconciliation; participate in cash reconciliation delineations. Resolve work queues and/or issues from front‑end reports; proactively prioritize recovery of missing charges. Order supplies for the office 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. Access Center Responsibilities (if appropriate) Coordinate clinical and administrative aspects of new patient scheduling encounters. Perform within the expected outcome of the Automated Call Distribution (ACD) environment. Resolve telephone issues and report volume problems to manager in a timely manner. Follow established downtime procedures for registration. Assist with coverage of POS and pre‑processing areas, create/mail new patient packets, appointment ‘bumping’, wait list scheduling, resource scheduling, and team scheduling, as needed. Qualifications HS Diploma/GED (Required) 2+ years of medical office experience or relevant customer service experience (Required) Advanced degree (Associate’s, Bachelor’s, Master’s) may be considered in lieu of experience. 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. #J-18808-Ljbffr Penn Medicine, University of Pennsylvania Health System