Ambassador Ambulatory Concierge

Description

Penn Medicine is dedicated to its tripartite mission of providing the highest quality care to patients, conducting innovative research, and educating future leaders in medicine. Working for this leading academic medical center means collaborating 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)

Department: PMR General

Location: Penn Medicine Radnor - 145 King of Prussia Rd

Hours: Per Departmental Needs, Full Time

Summary

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.

Responsibilities

• Provide a welcome to every patient, family member, or visitor in accordance with the training provided through Penn Medicine Academy (scripting).
• Initiate 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.
• 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.
• 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.
• Issues referrals and obtains 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 participates 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 (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc).

Qualifications

• H.S. Diploma/GED (Required)
• Associate’s Degree (Preferred)
• Must successfully complete/pass EPIC Schedigistration training/tests (Required)