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Healthcare Customer Service Representative
2 months ago
Penn Medicine is committed to our core mission of delivering exceptional care to patients, advancing innovative research, and training the next generation of medical professionals. Being part of this esteemed academic medical institution means collaborating with leading clinical, technical, and administrative experts across various fields.
At Penn Medicine, every day is an opportunity for breakthroughs. Our staff plays a crucial role in healing, delivering positive news, and providing comfort and reassurance. Are you ready to contribute to our mission?
Entity: Clinical Care Associates - Penn Primary Care and Penn Specialty Practices of Penn Medicine Medical Group
Department: CCA Float Pool (Travel Required)
Location: Penn Medicine - 150 Monument Road
Hours: As per departmental requirements
Travel:
- This role involves traveling to various Penn Medicine locations where assignments will be provided across our diverse practice settings. The float pool offers a unique chance for individuals to utilize their dedication to patient-facing customer service while gaining experience in different practices to enhance their skills and expertise.
- Successful candidates must exhibit flexibility regarding work locations: While most of our practices are situated within University City/Center City Philadelphia, we also have a significant presence throughout the surrounding areas.
- The Patient Services Associate (PSA) plays a vital role in maintaining a patient-centric focus within the practice/department, supporting the delivery of high-quality care, demonstrating a commitment to patient and customer satisfaction, and assisting in achieving operational and financial goals.
- The PSA is responsible for managing patient arrival and departure processes, handling patient inquiries and calls, coordinating appointments, updating insurance and billing information, and performing point-of-service activities.
- The PSA may work in either a physician practice or a call center environment, with potential rotation between functions and departments as needed.
Patient Service:
- Strives to understand and anticipate patient needs, effectively managing service recovery efforts when necessary, and identifying opportunities to enhance the patient experience.
- In accordance with practice/department protocols: answer phones promptly, manage patient requests, retrieve voicemails in a timely manner, and take accurate messages to route appropriately through the EMR system.
- Schedule patient appointments (via phone or in person) by determining the reason for the visit, adhering to established schedules and protocols, communicating changes, confirming appointments, and, when necessary, offering alternatives or rescheduling.
- Responsible for managing patient arrival and departure activities and performing point-of-service tasks: collecting copays accurately, obtaining necessary signatures/forms, verifying insurance information, updating appointment status in EMR, and completing all check-out procedures.
- Communicate with patients regarding flow and wait times, keeping management informed of potential issues as they arise.
- Issue referrals and obtain pre-authorizations for patients as required by protocol.
- Maintain up-to-date knowledge of insurance requirements relevant to patient service and billing procedures, including understanding managed care plans and copayment/referral requirements.
- Validate patient demographic and insurance information and register new patients in the EMR following established protocols.
- Accurately record receipts to ensure end-of-day reconciliation and participate in cash reconciliation processes.
- Resolve work queues and issues from front-end reports, proactively prioritizing the recovery of missing charges.
- Order office supplies and generate front-end process reports as requested.
- Ensure compliance with all applicable federal, state, and local regulatory standards.
- Exhibit flexibility and adaptability to new processes and engage in operational changes.
- Coordinate clinical and administrative aspects of new patient scheduling encounters.
- Perform within the expected outcomes of the Automated Call Distribution (ACD) environment.
- Address telephone issues and report volume-related problems to management promptly.
- Follow established procedures for registration during downtime.
- As needed, assist with coverage of point-of-service and pre-processing areas, create and mail new patient packets, manage appointment scheduling, and coordinate team schedules.
- Perform duties in accordance with Penn Medicine and entity values, policies, and procedures.
- Other duties as assigned to support the unit, department, entity, and health system organization.
Education or Equivalent Experience:
- High School Diploma/GED and 2+ years of medical office experience or relevant customer service experience. Advanced degrees may be considered in lieu of experience.
- Associate's Degree preferred.
- Must successfully complete EPIC registration training/tests.
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.
