Patient Services Associate

Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work? Entity: Clinical Practices of University of Pennsylvania Department: Gastroenterology Location: Perelman Center for Advanced Medicine-3400 Civic Center Blvd Hours: Full-Time Job 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. Accountabilities : Patient Service: u00b7 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. u00b7 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. u00b7 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. u00b7 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. u00b7 Communicates with patients regarding patient flow and wait times u2013 keeps manager aware of potential issues as they arise. u00b7 Issues referrals and obtains pre-authorizations for patients as required and as per protocol. Financial: u00b7 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. u00b7 Validates patient demographic/insurance information and/or registers new patients into EMR using established protocols u00b7 Records receipts accurately to ensure end of day reconciliation; participates in cash reconciliation delineations. u00b7 Resolves work queues and/or issues from front-end reports; proactively prioritizes recovery of missing charges. u00b7 Orders supplies for the office and generates front-end process reports as requested. Other / Regulatory: u00b7 Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc) u00b7 Flexible and readily adopts new processes and engages in practice operation changes. Access Center Responsibilities (if appropriate): u00b7 Coordinates clinical and administrative aspects of the new patient scheduling encounter. u00b7 Perform within the expected outcome of the Automated Call Distribution (ACD) environment. u00b7 Solves telephone issues and timely reports problems related to volume to manager. u00b7 Follow established downtime procedures for registration u00b7 As needed: assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment u2018bumpingu2019, wait list scheduling, resource scheduling, and team scheduling. 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 Qualifications: u00b7 HS Diploma/GED (Required) u00b7 2+ years of Medical office experience, or relevant customer service experience (Required) u00b7 Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience. 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. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work 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. REQNUMBER: 288802

Created: 2025-12-04