Healthcare Customer Service Representative

2 weeks ago

Cherry Hill, New Jersey, United States Pennsylvania Medicine Full time

Penn Medicine is committed to our mission of delivering exceptional patient care, pioneering research, and nurturing the next generation of medical professionals. Being part of this esteemed academic medical institution means collaborating with leading experts across various fields.

Every day at Penn Medicine, breakthroughs happen. Our staff plays a vital role in healing, providing hope, and offering comfort. Are you ready to contribute to our mission?

Entity: Clinical Practices of University of Penn Medicine

Department: Central Registration

Hours: Full Time, 8:00am - 4:30pm

Role Overview:

  • The Patient Services Associate (PSA) is integral in fostering a patient-centric environment, enhancing the quality of care, and ensuring high levels of patient satisfaction while achieving operational and financial goals.
  • The PSA manages patient arrivals and departures, addresses inquiries, coordinates appointments, updates billing information, and performs essential service tasks.
  • Work may occur in a clinical setting or a call center, with potential rotation between various functions and departments.
Key Responsibilities:
  • Promote a culture of safety and excellence in service through the following duties:
  • Welcome and engage with patients in a courteous and professional manner, whether in person or over the phone.
  • Actively listen and communicate effectively to ensure clarity in understanding patient requests, approaching problems from the customer's perspective.
  • Anticipate and respond to individual patient needs, documenting relevant information in the appropriate systems.
  • Build positive relationships with patients by demonstrating empathy and understanding their unique circumstances.
  • Handle challenging situations with professionalism, ensuring seamless service delivery.
  • Maintain patient confidentiality and uphold safety standards.
  • Identify and implement improvements to enhance the patient experience based on feedback.
  • Collaborate with clinical staff and colleagues to provide optimal patient service.
  • Demonstrate initiative, prioritize tasks, and work independently or as part of a team to complete daily responsibilities.
Safety Commitment:
  • Engage in initiatives focused on patient and employee safety.
  • Maintain awareness of safety protocols while performing daily duties.
Patient Service Duties:
  • Ensure cleanliness and organization of patient areas.
  • Order necessary supplies for the department as needed.
  • Respond to patient requests and manage communications efficiently.
  • Schedule appointments accurately, providing necessary information to patients.
  • Gather required documentation and update records accordingly.
  • Communicate effectively about patient flow and wait times, keeping management informed of any issues.
  • Assist with referrals and pre-authorizations as required.
  • Complete additional tasks as assigned.
Financial Responsibilities:
  • Stay informed about insurance requirements and billing processes.
  • Utilize automated systems proficiently for patient management.
  • Verify patient information and conduct financial interviews during registration.
  • Maintain accurate financial records and assist with cash reconciliation.
  • Generate reports related to front-end processes as needed.
Regulatory Compliance:
  • Adhere to educational and training requirements.
  • Ensure compliance with all relevant regulatory standards.
Adaptability:
  • Embrace new processes and engage in operational changes.
Qualifications:
  • High School Diploma/GED with 2+ years of experience in a medical office or customer service role; advanced degrees may substitute for experience.
  • Associate Degree preferred.
At Penn Medicine, we believe that exceptional patient care begins with exceptional employee care. Our comprehensive benefits programs support our employees' health and well-being. Together, we strive to advance medical knowledge and improve lives.

Live Your Life's Work

Penn Medicine is an Equal Opportunity and Affirmative Action employer, considering candidates 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, or any other status protected by applicable law.

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