Healthcare Customer Service Representative

2 weeks ago

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

Penn Medicine is committed to its mission of delivering exceptional patient care, advancing innovative research, and nurturing the next generation of medical professionals. Collaborating with esteemed clinical, technical, and business experts across various fields is a hallmark of working at this prestigious academic medical center.

At Penn Medicine, every day presents an opportunity for breakthroughs in patient care. Our dedicated staff plays a vital role in shaping the future of healthcare. Are you ready to contribute to this mission?

Entity: (CPUP) Clinical Practices of University of Penn Medicine

Department: Central Registration - Penn Medicine Cherry Hill

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

Position Overview:

  • The Patient Services Associate (PSA) plays a crucial role in fostering a patient-focused environment, ensuring the delivery of top-tier care, and demonstrating a commitment to patient and customer satisfaction while achieving operational and financial goals.
  • The PSA is tasked with managing patient arrival and departure processes, addressing patient inquiries, coordinating appointments, updating insurance and billing details, and executing point-of-service tasks.
  • This role may involve working in a physician practice or a call center, with potential rotation between various functions and departments.
Key Responsibilities:
  • Promotes a culture of safety and service excellence through the following duties:
  • Welcomes and engages with patients in a courteous and professional manner, whether in person or over the phone.
  • Actively listens and communicates effectively with patients to ensure clarity in understanding their requests, analyzing issues from the customer's perspective.
  • Identifies and anticipates individual patient needs, striving to meet those needs with appropriate solutions, while documenting relevant information in EPIC.
  • Builds positive relationships with patients by demonstrating empathy, knowledge of their history, and responsiveness to their unique needs.
  • Handles challenging patient situations with professionalism, ensuring seamless service delivery.
  • Maintains patient and family confidentiality, safety, and security at all times.
  • Identifies opportunities for enhancing the patient experience, particularly in areas highlighted by satisfaction surveys.
  • Facilitates communication and collaboration with clinical staff and colleagues to provide optimal patient service.
  • Demonstrates initiative, prioritizes tasks, organizes work efficiently, and collaborates effectively within a team.
Safety and Compliance:
  • Participates in initiatives aimed at ensuring patient and employee safety.
  • Exhibits awareness of safety protocols while performing daily responsibilities.
Patient Service Excellence:
  • Takes responsibility for maintaining clean and organized patient areas.
  • Orders necessary supplies for the department as needed.
  • Adheres to protocols for managing phone inquiries, ensuring timely responses to patient requests, and accurately scheduling appointments.
  • Utilizes knowledge of scheduling systems and billing procedures to manage patient appointments effectively.
  • Communicates appointment details and requirements to patients, encouraging engagement with My Penn Medicine.
  • Completes patient check-out procedures in accordance with departmental protocols.
  • Maintains clear communication with patients regarding wait times and service flow.
  • Issues referrals and secures pre-authorizations as necessary.
  • Efficiently navigates EPIC work queues and addresses issues as they arise.
  • Performs additional duties as assigned.
Financial Responsibilities:
  • Stays informed about insurance requirements and billing procedures relevant to patient services.
  • Achieves proficiency in automated systems, including EPIC APM and EMR.
  • Validates patient demographic and insurance information, registering new patients in EPIC as per established protocols.
  • Conducts accurate financial interviews during registration to confirm patient financial responsibility.
  • Records receipts following practice protocols to ensure proper end-of-day reconciliation.
  • Generates reports related to front-end processes as requested.
  • Proactively addresses issues from front-end reports, prioritizing the recovery of missing charges.
Regulatory Compliance:
  • Completes required educational and training programs at designated intervals.
  • Ensures adherence to all applicable federal, state, and local regulatory standards.
Change Management:
  • Demonstrates flexibility and engagement with new processes and operational changes.
Qualifications:
  • High School Diploma/GED and a minimum of 2 years of experience in a medical office or customer service setting required. An advanced degree may be considered in lieu of experience.
  • Associate Degree preferred.
At Penn Medicine, we believe that exceptional patient care begins with exceptional employee care. Our comprehensive benefits programs are designed to support the health and well-being of our employees. We offer a competitive compensation and benefits package, including one of the best prepaid tuition assistance programs in the region. Our employees are dedicated to our mission, and together we strive to advance medical innovations that enhance the quality of life for our patients.

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