Patient Services Associate

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where there is real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info; remove boilerplate like EEO, legal, navigation, etc. Also remove duplicated lines. Must not create sections with filler like "commensurate with experience". So we need to parse the description. Let's extract content: - About the role: The description includes a summary paragraph: "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 customer-centered 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." That's about the role. So we can put that under

About the role

with

. - Responsibilities: The posting has a "Responsibilities:" heading with sub-bullets: Patient Service, Financial, Other/Regulatory, Access Center Responsibilities (if appropriate). We need to list duties as

• . We should preserve all details. Let's extract bullet points. From text: 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. As per practice/department protocols and/or measurements: 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. Communicates 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. 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 front-end reports; proactively prioritizes recovery of missing charges. Orders supplies for the office and generates front-end 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. 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. 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. We need to format as list items. Could group each bullet as a sentence. Could break each sentence into separate
• . But we need to preserve all info; we can keep each bullet as a
• containing the sentences. We'll produce
  • ...
  etc. - Requirements: The posting includes "Education or Equivalent Experience: H.S. Diploma/GED (Required) 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 Associate of Arts or Science (Preferred)". This is education/experience requirements. Could be under Requirements or Qualifications. The instruction says we can have sections like Requirements, Qualifications, Skills. We need to decide where to place. Likely "Education or Equivalent Experience" goes under Requirements (or Qualifications). We'll put under

  Requirements

  with

  or

  . Since it's a list of requirements, we can use
  • . - Skills: "Skills and Abilities: Demonstrated customer service skills. Demonstrated interpersonal/verbal communication skills. Basic computer knowledge and skills. Ability to speak, read, and, write in English. Ability to utilize critical thinking. Ability to multi-task. Experience using EMR (Preferred)." We'll put under

    Skills

    with
    • . - Benefits: The posting includes: "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." That's benefits description. Also maybe mention compensation? Not specific numbers. So we can include Benefits section with that prose. No Pay or Schedule specifics given. Hours: Fulltime, Monday-Friday, Day, Onsite. That's schedule info. So we should include Schedule section with that info. Pay: not given, so we omit Pay section. - About the role we already have. We also have location and department info: "Location: Pennsylvania Hospital- 800 Spruce St Department: Med O GI PAH Hours: Fulltime, Monday-Friday, Day, Onsite". The location and department could be part of About the role or maybe a separate section? The instruction says we can include About the role section. Could embed location/department in that paragraph. We'll include location and department in About the role paragraph. We must not include boilerplate like EEO, legal, etc. Remove duplicated lines. Also remove "Live Your Life's Work" maybe considered tagline but not boilerplate? It's part of marketing but not required; we can keep if it's substantive? It's a slogan; maybe we can keep but it's not essential. Safer to omit as it's not specific job info. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "Live Your Life's Work" is not boilerplate but could be considered marketing; but it's not essential. I'd keep it maybe as part of About the role? It appears after benefits paragraph. Might be considered part of the company's tagline; not required. I'd omit to keep focused. Now produce HTML. Structure:

      About the role

      ... (include summary plus location/department/hours)

      Responsibilities

      • ...
      ...

      Requirements

      • ...
      ...

      Skills

      • ...
      ...

      Benefits

      ...

      Schedule

      Fulltime, Monday-Friday, Day, Onsite

      We must not include Pay section. Now craft the content precisely. About the role paragraph: Combine summary and location/department/hours. 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 customer-centered 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." Add location: "Location: Pennsylvania Hospital- 800 Spruce St". Department: "Med O GI PAH". Hours: "Fulltime, Monday-Friday, Day, Onsite". We'll combine: maybe separate sentences. Now Responsibilities list items: We need to break into sensible items. I'll create items: - 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. - Answers phones in a timely manner per practice/department protocols; manages/handles patient requests and routes appropriately; retrieves voicemails in a timely manner; takes accurate and thorough messages and routes appropriately through EMR. - Schedules 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 alternatives and canceling/rescheduling appointments. - Handles arriving/departing activities of patients at the 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. - Communicates 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. - 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 front-end reports; proactively prioritizes recovery of missing charges. - Orders supplies for the office and generates front-end process reports as requested. - Ensures compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc.). - Flexible and readily adopts new processes and engages in practice operation changes. - Performs duties in accordance with Penn Medicine and entity values, policies, and procedures; performs other duties as assigned to support the unit, department, entity, and health system organization. - (Access Center Responsibilities, if appropriate) Coordinates clinical and administrative aspects of the new patient scheduling encounter; performs within the expected outcome of the Automated Call Distribution (ACD) environment; solves telephone issues and timely reports problems related to volume to manager; follows established downtime procedures for registration. - (Access Center Responsibilities, if appropriate) Assists with coverage of POS and Pre-Processing Areas; creates/mails new patient packets; handles appointment ‘bumping’, wait list scheduling, resource scheduling, and team scheduling. That seems comprehensive. Now Requirements list: - High School Diploma or GED (required). - 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. - Associate of Arts or Science (preferred). Now Skills list: - Demonstrated customer service skills. - Demonstrated interpersonal/verbal communication skills. - Basic computer knowledge and skills. - Ability to speak, read, and write in English. - Ability to utilize critical thinking. - Ability to multi-task