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Healthcare Customer Service Representative
2 months ago
Penn Medicine is committed to our tripartite mission of delivering exceptional care to patients, pioneering innovative research, and nurturing future leaders in the medical field. Being part of this esteemed academic medical center means collaborating with top clinical, technical, and business professionals across various disciplines.
At Penn Medicine, each day presents an opportunity for breakthroughs. Our dedicated staff contribute to healing, delivering positive news, and providing comfort and reassurance. Are you ready to make a difference in your career?
Entity: Clinical Care Associates - Penn Primary Care (PPC) and Penn Specialty Practices (PSP) of Penn Medicine Medical Group (PMMG)
Department: CCA Float Pool (Travel Required)
Location: Penn Medicine - 150 Monument Road
Hours: Per Departmental Needs
Travel:
- This role involves traveling to various locations within Penn Medicine, where assignments will be provided at our diverse practice sites throughout the health system. The float pool offers a unique chance for individuals to utilize their dedication to patient-focused customer service while gaining experience across different practices to enhance their skills and talents.
- Successful candidates must exhibit flexibility regarding work locations, as the majority of our practices are situated within University City/Center City Philadelphia, alongside a significant presence in the surrounding regions.
- The Patient Services Associate (PSA) plays a crucial role in maintaining a patient/customer-centric approach, supporting the delivery of high-quality care, and demonstrating a commitment to patient and customer satisfaction while assisting in achieving financial and operational objectives.
- The PSA is responsible for managing the arrival and departure processes of patients, handling patient inquiries and calls, coordinating appointments, updating insurance and billing information, and performing point-of-service activities.
- This position may require functioning in either a physician practice or a call center environment, with potential rotation between PSA functions and departments.
Patient Service:
- Strives to understand and anticipate patient needs, managing service recovery efforts as 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, routing them appropriately through EMR.
- 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 offering alternatives when necessary.
- Responsible for managing patient arrival and departure activities, performing point-of-service tasks such as collecting copays, obtaining necessary signatures/forms, and updating appointment statuses in EMR.
- Communicate with patients regarding flow and wait times, keeping management informed of potential issues.
- Issue referrals and obtain pre-authorizations as required, following established protocols.
- Maintain current knowledge of insurance requirements relevant to patient service and billing procedures, including familiarity with managed care plans.
- Validate patient demographic and insurance information, registering new patients into EMR using 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 needed.
- Ensure compliance with all applicable federal, state, and local regulatory standards.
- Demonstrate flexibility and adaptability to new processes and changes in practice operations.
- 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 problems related to volume to management promptly.
- Follow established procedures for registration during downtimes.
- Assist with coverage of POS and Pre-Processing Areas as needed, including creating and mailing new patient packets and managing waitlist scheduling.
- 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:
- H.S. 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.
