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Healthcare Customer Service Representative
2 months ago
Penn Medicine is committed to its mission of delivering exceptional patient care, advancing innovative research, and training the next generation of medical professionals. Working at this prestigious academic medical center means collaborating with top-tier clinical, technical, and administrative experts across various fields.
At Penn Medicine, every day presents an opportunity for breakthroughs in patient care. Our staff plays a crucial role in shaping the future of healthcare. Are you ready to contribute to this vital work?
Entity: Clinical Care Associates - Penn Primary Care and Penn Specialty Practices of Penn Medicine Medical Group
Department: CCA Float Pool (Travel Required)
Summary:
- The Patient Services Associate (PSA) plays a key role in ensuring a patient-centered approach, supporting the delivery of high-quality healthcare, and striving to meet or exceed patient satisfaction and operational goals.
- The PSA is responsible for managing patient arrival and departure processes, handling inquiries, coordinating appointments, updating insurance and billing information, and performing essential point-of-service tasks.
- This role may involve working in either a physician practice or a call center environment, with potential rotation between various functions and departments.
Patient Service:
- Actively seeks to understand and anticipate patient needs, manages service recovery efforts, and identifies opportunities to enhance the patient experience.
- Adheres to departmental protocols by answering calls promptly, managing patient requests, and ensuring timely communication through the electronic medical record (EMR) system.
- Schedules patient appointments by assessing the reason for the visit, following established protocols, and communicating any changes effectively.
- Handles patient arrival and departure activities, including collecting copays, obtaining necessary signatures, and updating appointment statuses in the EMR.
- Maintains clear communication with patients regarding wait times and potential issues.
- Issues referrals and obtains pre-authorizations as required.
- Stays informed about insurance requirements and billing procedures, including knowledge of managed care plans.
- Validates patient demographic and insurance information, ensuring accurate registration in the EMR.
- Records financial transactions accurately to facilitate end-of-day reconciliation.
- Proactively resolves outstanding issues and prioritizes the recovery of missing charges.
- Orders office supplies and generates necessary reports as requested.
- Ensures compliance with all relevant federal, state, and local regulations.
- Demonstrates flexibility and adaptability to new processes and operational changes.
- Coordinates both clinical and administrative aspects of new patient scheduling.
- Operates effectively within the Automated Call Distribution (ACD) environment.
- Addresses telephone issues promptly and communicates volume-related problems to management.
- Follows established procedures for registration during downtimes.
- Assists with various tasks as needed to support the department and health system.
Education or Equivalent Experience:
- High School Diploma/GED and 2+ years of medical office or relevant customer service experience. Advanced degrees may be considered in lieu of experience.
- Associate's Degree is preferred.
- Must successfully complete EPIC registration training/tests.