Patient Services Associate - Full Time

Patient Services Associate

Summary: Patient Service Associate (PSA) (check-in/check-out, patient registration, scheduling, telephones, and record retrieval), working in our Labor & Delivery unit.

Responsibilities

• Strives to understand and anticipate patient needs, manages service recovery efforts when needed, enlists management assistance as appropriate, identifies opportunities to improve the patient experience.
• Arrives/departs activities of patient at any Patient Access location or department 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 (including how to collect a copay) or referral.
• Validates patient demographic/insurance information and/or registers new patients into EMR using established protocols.
• Stays current with communications from the Patient Access Management Team while remaining flexible and readily adopts new processes and engages in practice operation changes.
• Captures and follows up on patient feedback and suggestions.
• Coordinates clinical and administrative aspects of the new patient scheduling encounter.
• Follow established downtime procedures for registration.
• 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.

Requirements

• H.S. Diploma/GED (Required)
• 2+ years medical office experience or 2 years of customer service experience. Advanced degree may be considered in lieu of experience.
• Associate of Arts or Science (Preferred)

Qualifications

• Strong communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Basic computer skills, including proficiency with Microsoft Office applications.
• Knowledge of healthcare terminology and regulations.
• Ability to handle confidential information with discretion.

Skills

• Excellent interpersonal and communication skills.
• Ability to multitask and prioritize tasks effectively.
• Strong organizational and time management skills.
• Ability to work under pressure and meet deadlines.

Benefits

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.