Ambassador Ambulatory Concierge

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.

About the role

Delivers on our promise to provide a high quality and supportive welcome to all visitors, patients and families. This position is responsible for greeting and responding to the needs of our patients, visitors and families by providing information and assistance in a timely manner. Additionally, this position will cover Patient Services Associates (PSA) colleagues on an as needed basis, at the direction of their supervisor. The Ambassador Ambulatory Concierge is also 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.

Responsibilities

• Provide a welcome to every patient, family member or visitor in accordance with the training provided through Penn Medicine Academy (scripting). Initiates greeting and positive interaction to all.
• Anticipate and respond to patient, visitor and hospital staff concerns, expectations or needs in a timely manner.
• Assist immobile patients out of/into vehicles and into/out of wheelchairs safely and courteously.
• Manage visitor flow at entrances to assure patients of timely arrival for appointments.
• Support all way-finding, including the coordination of Outpatient Transports.
• Collaborate with patients, visitors and hospital staff to deliver a coordinated and seamless service to patients and visitors, including patient transportation.
• Work within a safe environment regarding patient's special needs in order to prevent falls or other accidents.
• Provide other services such as calling for cabs, coordinating para-transit, and assisting patients with hotels, restaurants and public transportation services.
• Ensure all outside vendors check in with Security.
• Answer phones in a timely manner, manage/handle patient requests and route appropriately, retrieve voicemails in a timely manner, take accurate and thorough messages and route appropriately through EMR, as per practice/department protocols.
• 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 check-out procedures.
• Communicate with patients regarding patient flow and wait times – keeps manager aware of potential issues as they arise.
• Issue referrals and obtain pre-authorizations for patients as required and as per protocol.
• Maintain 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.
• Record receipts accurately to ensure end-of-day reconciliation; participate in cash reconciliation delineations.
• Resolve work queues and/or issues from front-end reports; proactively prioritize recovery of missing charges.
• Order supplies for the office and generate front-end process reports as requested.
• Ensure compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME).
• 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.

Qualifications

• High School Diploma or GED required
• Associate's Degree preferred

Skills

• Must successfully complete/pass EPIC sched/registration training/tests

Benefits

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.