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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, engaging in groundbreaking research, and training future leaders in the medical field.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and provide comfort and reassurance. Our employees shape our future each day.
Are you living your life's work? Summary:
The Patient Services Associate (PSA) plays a vital role in maintaining a patient/customer focus, supports the provision of high-quality care, shares a commitment to patient and customer-centered service, and assists in achieving or surpassing patient satisfaction and financial/operational goals.
The PSA is responsible for managing and addressing patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and processing referrals.
Responsibilities:
Patient Service:
Strives to comprehend and anticipate patient needs, manages service recovery efforts when necessary, seeks management assistance as appropriate, and identifies opportunities to enhance the patient experience.
As per practice/department protocols and/or measurements:
answer phones promptly, manage/handle patient requests and route them appropriately, retrieve voicemails in a timely manner, take accurate and thorough messages and route them appropriately through EMR.
As required, schedules patient appointments by determining the reason for the visit, adhering to established schedules and protocols, using the appropriate billing area/appointment location, communicating changes, confirming appointments, and, as needed, offering alternatives and canceling/rescheduling appointments.
Communicates with patients regarding patient flow and delays - keeps management informed of potential issues as they arise. Issues referrals and obtains pre-authorizations for patients as required and as per protocol. Navigates and resolves work queues in the EMR system.Financial:
As required, maintains up-to-date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans and which insurers require a copayment or referral.
Other / Regulatory:
Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
Flexible and readily adopts new processes and engages in practice operation changes.
Additional Department Responsibilities (if appropriate):
Coordinates clinical and administrative aspects of referral entry and scheduling support. Receives information via phone, fax, work queues, ECIN, and email to process and routes appropriately. Perform within the expected outcome of the Automated Call Distribution (ACD) environment. Solves telephone issues and timely reports problems related to volume to management. Follow established downtime procedures for registration.
Credentials:
Education or Equivalent Experience:
H.S. Diploma/GED (Required)
And 2+ years of medical office experience, or relevant customer service experience. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience. Education Specialization:
Associate of Arts or Science. We believe that the best care for our patients starts with the best care for our employees.
Our employee benefits programs help our employees get healthy and stay healthy.We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region.
Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.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.
