Patient Services Associate Surgery Urology

Patient Services Associate

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.

• Patient Service:
  • 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.
  • 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.
  • Finances:
    • 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.
  • 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.
• Education or Equivalent Experience:
  • H.S. Diploma/GED (Required)
  • 2+ years Medical office experience, or 4+ years of customer service experience (Required)
  • Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience

Job Title

Patient Services Associate

Department

Surgery Urology

HUP Entity

Clinical Practices of University of Pennsylvania

Location

Perelman Center for Advanced Medicine - 3400 Civic Center Blvd

Hours

M-F, office hours based on operational need

Responsibilities

• Patient Service
• Financial
• Other / Regulatory

Qualifications

• H.S. Diploma/GED (Required)
• 2+ years Medical office experience, or 4+ years of customer service experience (Required)
• Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience

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.

Equal Opportunity Employer

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.