Patient Services Associate - Patient Access - Hospital of the University of Pennsylvania - FT Days

About the role

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. Located at Hospital of the University of Pennsylvania, 3400 Spruce St, Philadelphia, PA 19104, within the Patient Access Spruce department.

Responsibilities

• Strive to understand and anticipate patient needs; manage service recovery efforts when needed, enlisting management assistance as appropriate; identify opportunities to improve the patient experience.
• Answer phones in a timely manner per practice/department protocols.
• Manage/handle patient requests and route appropriately.
• Retrieve voicemails in a timely manner.
• Take accurate and thorough messages and route appropriately through EMR.