Patient Services Associate - Labor & Delivery

Patient Services Associate - Labor and Delivery Unit

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

• 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 clinical and administrative aspects of the new patient scheduling encounter.
• Fulfills established downtime procedures for registration.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.

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

• None specified

Skills

• Understanding of patient needs
• Service recovery management
• Communication skills
• Insurance knowledge
• EMR usage
• Flexibility and adaptability

Benefits

• Comprehensive compensation and benefits program
• Prepaid tuition assistance program

Pay

• Not specified

Schedule

• Part time, 16 hours a week
• 7:00am - 3:00pm, 2 shifts a week, every other weekend requirement and holiday rotation