Patient Services Representative
3 days ago
Pennsylvania Medicine is dedicated to delivering exceptional patient care, advancing medical research, and educating future healthcare professionals. As a Patient Services Associate, you will play a vital role in supporting our outpatient sites and departments in providing high-quality care to our patients.
Key Responsibilities- Assist in maintaining a strong patient/customer focus and support the delivery of high-quality care.
- Share a passion for patient and customer-centered care and assist in meeting or exceeding patient satisfaction and financial and operational targets.
- Responsible for scheduling and back-end charging activities, managing and handling local site physician calls related to scheduling, coordinating patient appointments, updating patient insurance/billing information, and performing all back-end charging activities.
- Utilize knowledge of schedules and protocols to ensure timely and accurate patient scheduling.
- Communicate effectively with local site staff, transportation, and admissions to ensure seamless patient flow.
- Maintain up-to-date knowledge of insurance requirements and billing procedures, including basic knowledge of all managed care plans.
- Achieve proficiency in automated systems, such as EPIC, Navinet, and SQL.
- Validate patient demographic/insurance information and register new patients into EPIC using established protocols.
- Ensure appropriate HAR is assigned to registration/insurance and generate/run reports related to front-end processes.
- Proactively prioritize recovery of missing charges and enter PB & HB back-end charges (BEC) for outpatient sites.
- Coordinate with financial administrative teams to ensure clean billing processes.
- Provide exceptional customer service and interact with physicians and clinical staff in a positive, pleasant, and professional manner.
- Listen carefully and communicate clearly to ensure understanding of patient requests and analyze problems from the customer's point of view.
- Establish positive relationships with local site staff by demonstrating knowledge of patient history, treating them with compassion, and responding to their individual needs.
- Handle stressful situations appropriately and deliver seamless patient/customer service.
- Ensure patient confidentiality, respect, safety, and security, and strive to understand and value differences in others' race, gender, nationality, and age.
- Identify opportunities to improve the patient experience and provide comments and feedback to management teams to maintain and improve quality of services.
- Participate in entity and department-wide initiatives for patient/employee safety and demonstrate an awareness of patient/employee safety when carrying out daily responsibilities.
- High School Diploma/GED (Required)
- 4+ years of customer service experience (Required)
- 2+ years of medical experience (Preferred)
- Thorough knowledge of third-party insurance coverage guidelines
- Advanced degree may be considered in lieu of experience
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