Patient Services Associate - Outpatient Lab
Penn Medicine, University of Pennsylvania Health System, Kennett Square, PA, United States
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?
Patient Services Associate - Outpatient Lab in Kennett Square
Full time Mon - Fri, 6:45am - 3:15pm
Bilingual a plus but not required
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 intake/patient registration and/or scheduling process, arrival and/or departure activities, managing patient calls and inquiries, coordinating appointments, updating insurance/billing information, patient navigation, liaison activity, and performing point‑of‑service activities. The PSA may function in any Patient Access location or department. Rotation between PSA functions and/or departments may be required.
Responsibilities
Strives to understand and anticipate patient needs, manage service recovery efforts when needed, enlist management assistance as appropriate, and identify opportunities to improve the patient experience.
Answer phones in a timely manner, manage/handle patient requests, retrieve voicemails promptly, take accurate messages and route appropriately through EMR.
Schedule patient appointments by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes, confirming appointments, and offering alternatives or canceling/rescheduling as needed.
Perform arrival/departure activities, collect copays and record accurately, obtain necessary signatures/forms, insurance cards, referrals/authorizations, update appointment status in EMR, and finalize all checkout procedures.
Communicate with patients regarding flow and wait times, keeping manager aware of potential issues.
Issue referrals and obtain pre‑authorizations as required.
Maintain knowledge of insurance requirements for patient service and billing: basic knowledge of all managed care plans, copayment rules, referral procedures.
Validate patient demographics/insurance information, 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 or issues from front‑end reports, proactively prioritize missing charge recovery.
Ensure compliance with federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME).
Stay current with communications from the Patient Access Management Team, remain flexible, adopt new processes, and engage in practice operation changes.
Coordinate clinical and administrative aspects of the new patient scheduling encounter.
Perform within the expected outcome of the Automated Call Distribution (ACD) environment.
Report telephone issues and volume problems to manager.
Follow downtime procedures for registration.
Perform duties in accordance with Penn Medicine and entity values, policies, and procedures.
Other duties as assigned.
Credentials
Education or Equivalent Experience:
High School Diploma or GED (Required)
At least 2 years of medical office experience or 2 years of customer service experience. An advanced degree may be considered in lieu of experience.
Associate of Arts or Science.
We believe that the best care for our patients starts with the best care for our employees. Penn Medicine offers a comprehensive compensation and benefits program that includes a prepaid tuition assistance program, ensuring employees get healthy and stay healthy. Employees are actively engaged and committed to our mission.
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.
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Patient Services Associate - Outpatient Lab in Kennett Square
Full time Mon - Fri, 6:45am - 3:15pm
Bilingual a plus but not required
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 intake/patient registration and/or scheduling process, arrival and/or departure activities, managing patient calls and inquiries, coordinating appointments, updating insurance/billing information, patient navigation, liaison activity, and performing point‑of‑service activities. The PSA may function in any Patient Access location or department. Rotation between PSA functions and/or departments may be required.
Responsibilities
Strives to understand and anticipate patient needs, manage service recovery efforts when needed, enlist management assistance as appropriate, and identify opportunities to improve the patient experience.
Answer phones in a timely manner, manage/handle patient requests, retrieve voicemails promptly, take accurate messages and route appropriately through EMR.
Schedule patient appointments by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes, confirming appointments, and offering alternatives or canceling/rescheduling as needed.
Perform arrival/departure activities, collect copays and record accurately, obtain necessary signatures/forms, insurance cards, referrals/authorizations, update appointment status in EMR, and finalize all checkout procedures.
Communicate with patients regarding flow and wait times, keeping manager aware of potential issues.
Issue referrals and obtain pre‑authorizations as required.
Maintain knowledge of insurance requirements for patient service and billing: basic knowledge of all managed care plans, copayment rules, referral procedures.
Validate patient demographics/insurance information, 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 or issues from front‑end reports, proactively prioritize missing charge recovery.
Ensure compliance with federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME).
Stay current with communications from the Patient Access Management Team, remain flexible, adopt new processes, and engage in practice operation changes.
Coordinate clinical and administrative aspects of the new patient scheduling encounter.
Perform within the expected outcome of the Automated Call Distribution (ACD) environment.
Report telephone issues and volume problems to manager.
Follow downtime procedures for registration.
Perform duties in accordance with Penn Medicine and entity values, policies, and procedures.
Other duties as assigned.
Credentials
Education or Equivalent Experience:
High School Diploma or GED (Required)
At least 2 years of medical office experience or 2 years of customer service experience. An advanced degree may be considered in lieu of experience.
Associate of Arts or Science.
We believe that the best care for our patients starts with the best care for our employees. Penn Medicine offers a comprehensive compensation and benefits program that includes a prepaid tuition assistance program, ensuring employees get healthy and stay healthy. Employees are actively engaged and committed to our mission.
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.
#J-18808-Ljbffr