Patient Services Associate - Collegeville, PA
Company: Penn Medicine
Location: Collegeville
Posted on: January 27, 2023
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Job Description:
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?Department: Collegeville Primary Care Summary: $2,000 sign-on
bonus available for external hires + 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: + Strives to create and maintain a culture of
safety and service excellence through the following
accountabilities: + Greets and interacts with patients in a
pleasant and professional manner, on phone or in person. + Listens
carefully and communicates clearly with patients to ensure
understanding of patient's request. Analyzes problems from the
customer's point of view. + Learns/anticipates the individual
patient/customer needs and does the best possible job of satisfying
those needs using the best solutions. Documents needs, as
appropriate, in EPIC. + Establishes positive relationships with
patients by demonstrating knowledge of patient history, compassion
and responding to individual needs. + Handles stressful
patient/customer situations appropriately and delivers seamless
patient/customer service. + Ensure patient/family confidentiality,
safety and security. + Identifies opportunities to improve the
patient experience, including areas identified in patient
satisfaction surveys. + Ensures communication and collaboration
with clinical staff and fellow co-workers to serve patients to the
best of his/her ability. + Shows initiative, sets priorities,
organizes tasks, and works independently and as part of a team
while completing daily tasks. Safety: + 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. Patient Service:+
Takes accountability for ensuring patient/work areas are neat and
clean. + Orders supplies, as requested, for practice/department. +
As per practice/department protocols and/or measurements: answer
phones/retrive voicemails in a timely manner, manage/handle patient
requests and route appropriately, take thorough messages and route
appropriately through EPIC. + Schedule patient appointments (on
phone or in person) accurately and completely: + Utilizes knowledge
of schedules and protocols + Uses proper billing area/appointment
location + Cancels/reschedules appointments as needed and changes
appointment status in EPIC + Communicates changes to patient and
confirms appointments. + If scheduling patients via telephone,
remind patient what to bring to appointment (insurance card, test
results, referrals, etc.). Encourages patients, as appropriate, to
sign up for My Penn Medicine. + Responsible for arriving/departing
activities of patient at practice and performs point of service
activities + Obtains insurance cards, copays, signatures/forms,
referrals/authorizations as required and updates EPIC accordingly +
Finalizes all check-out procedures as per practice protocol +
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 +
Successfully navigate and resolve EPIC work queues - escalate as
needed + Perform other duties as requested or assigned. Financial:+
Maintains up to date knowledge of insurance requirements pertinent
to patient service and billing procedures: including basic
knowledge of all managed care plans UPHS participates with and
which insurers require a copayment or referral. + Achieves
proficiency in automated systems; such as EPIC APM and EMR
(including inbasket), hospital based EMRs (where necessary),
Navinet, credit card machines, IPayment, etc. + Validates patient
demographic/insurance information and/or registers new patients
into EPIC using established protocols + Validates financial
responsibility prior to service utilization and completes an
accurate financial interview at time of registration + Records
receipts according to practice protocol so as to ensure appropriate
end of day reconciliation. Participates in cash reconciliation
delineations. + Generates/runs reports, as requested, related to
front-end processes + Resolve 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. Regulatory Compliance:+ Complies with
educational and training requirements at prescribed intervals (via
Knowledge Link and/or other methods as required). + Ensures
compliance with all applicable federal, state, and local regulatory
standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
Change Management:+ Flexible and readily adopts new processes and
is engaged in practice operation changes. Credentials: Education or
Equivalent Experience: + H.S. Diploma/GED (Required). + 2+ years
medical office experience or 4 years of customer service experience
preferred. + Bachelor's Degree preferred. 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. REQNUMBER:
UPHS-INFOR-167013
Keywords: Penn Medicine, Philadelphia , Patient Services Associate - Collegeville, PA, Other , Collegeville, Pennsylvania
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