Patient Services Associate - Bala-Cynwyd, United States - Penn Medicine

Penn Medicine

Verified Company

Bala-Cynwyd, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine.

Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

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 position travels to locations within Penn Medicine where assignments will be given at our various practice locations throughout the health system. The float pool presents a unique opportunity for individuals to leverage their commitment to patient facing customer service while having the ability to work within various practices to build your skills and talents.

Summary:

The Patient Services Associate (PSA) assists the practice/department in maintaining a patient/customer focus, supports the delivery of high quality care, shares a passion for patient and customercentered care, and assists in meeting or exceeding patient satisfaction and financial/operational targets.
The PSA is responsible for the arrival and/or departure activities of patients in the practice, managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and performing point of service activities.
The PSA may function in a physician practice or a call center environment. Rotation between PSA functions and/or departments may be required.

Responsibilities:

Patient Service:

Strives to understand and anticipate patient needs, manages service recovery efforts when needed, enlisting management assistance as appropriate, identifies opportunities to improve the patient experience.
Schedule patient appointments (on phone or in person) by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes and confirming appointments, and, as needed, offering alternative and canceling/rescheduling appointments.
Responsible for arriving/departing activities of patient at practice and performs point of service activities: collects copays and records accurately, obtains necessary signatures/forms, obtains insurance cards and referrals/authorizations, updates appointment status in EMR, and finalizes all checkout procedures.
Communicates with patients regarding patient flow and wait times keeps manager aware of potential issues as they arise.
Issues referrals and obtains preauthorizations for patients as required and as per protocol.

Financial:

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.
Validates patient demographic/insurance information and/or registers new patients into EMR using established protocols
Records receipts accurately to ensure end of day reconciliation; participates in cash reconciliation delineations.
Resolves work queues and/or issues from frontend reports; proactively prioritizes recovery of missing charges.
Orders supplies for the office and generates frontend process reports as requested.

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.

Access Center Responsibilities (if appropriate):

Coordinates clinical and administrative aspects of the new patient scheduling encounter.
Perform within the expected outcome of the Automated Call Distribution (ACD) environment.
Solves telephone issues and timely reports problems related to volume to manager.
Follow established downtime procedures for registration
As needed: assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment 'bumping', wait list scheduling, resource scheduling, and team scheduling.
Performs 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

Credentials:

Education or Equivalent Experience:

H.S. Diploma/GED And 2+ years Medical office experience, or relevant customer service experience. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience (required)