Patient Service Coordinator Heart Transplant - ...

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? Job Title: Patient Service Coordinator Entity: HUP Department: Heart Transplant Location: 3400 Spruce Street Hours: Monday - Friday 8a - 4:30p _Competitive Benefits, Career Growth Opportunities and Tuition Assistance at University of Pennsylvania _ Summary: The Patient Services Coordinator (PSC) assists the manager and/or physicians 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 within the Transplant department. In addition to performing the duties of a Patient Services Associate (check in/out, patient registration, appointment scheduling, referrals/pre-authorizations), the PSC will be expected to oversee the daily schedule and operations of an assigned area/group. The PSC serves as the APM expert and the liaison between staff and Managers/Physicians to ensure daily performance expectations are communicated and met. In the absence of the manager, the PSC may take on additional responsibilities. Coordinator Accountabilities: u00b7 Ensure self and assigned area(s) are compliant with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, etc.) u00b7 Manage the day-to-day planning, operations and problem solving for assigned areas u2013 ensure daily schedule, staffing needs, and performance metrics are met. Communicates changes appropriately. u00b7 Develops and maintains APM templates and master schedules u00b7 Oversight of AHIQA. Runs regular financial reports and works towards reconciliation. Resolves work queues and/or issues from front-end reports. Proactively prioritizes recovery of missing charges. u00b7 Generates/runs reports to monitor and coach real-time performance against pre-established expectations/metrics. May be responsible for gathering information for performance reviews. u00b7 Act as the communication link between the group he/she is leading, and management. Disseminates information to the group and forwards information back up to management. u00b7 Effectively works with manager and providers to establish, implement, and maintain practice policies, procedures and efficient systems that support daily operations. u00b7 Assists staff in resolving difficult patient situations or complaints u00b7 Participates in the interviewing process and oversees the training of new hires. u00b7 Perform surgery scheduling, as needed/required by the practice. u00b7 May provide administrative support to physicians or manager(s). u00b7 Patient Service Associate Responsibilities: 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. 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 Order supplies for the office and generates front-end process reports as requested. u00b7 Performs duties in accordance with Penn Medicine and entity values, policies, and procedures u00b7 Other duties as assigned to support the unit, department, entity, and health system organization Education: H.S. Diploma and 3+ years of Medical Office experience. Advanced degree (AS, BS, Masters may be considered in lieu of experience) Associate degree or bachelor's degree preferred 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: 305453

Created: 2026-03-25