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: (CCA) /Penn Primary Care (PPC) and Penn Specialty Practices (PSP)

Department:
Penn Ob/Gyn Chester County

Location:

600 E Marshall St, West Chester

Hours:

Per Departmental Needs – Full Time

• 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.

• Strives to create and maintain a culture of safety and service excellence through the following accountabilities:
• Greets and interacts with patients in a pleasant and professional manner, on phone or in person.
• Listens carefully and communicates clearly with patients to ensure understanding of patient’s request. Analyzes problems from the customer’s point of view.
• Learns/anticipates the individual patient/customer needs and does the best possible job of satisfying those needs using the best solutions. Documents needs, as appropriate, in EPIC.
• Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion and responding to individual needs.
• Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.
• Ensure patient/family confidentiality, safety and security.
• Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys.
• Ensures communication and collaboration with clinical staff and fellow co-workers to serve patients to the best of his/her ability.
• Shows initiative, sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks.

• Participates in Entity and Department wide initiatives for Patient /Employee safety
• Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of the position.

• Takes accountability for ensuring patient/work areas are neat and clean.
• Orders supplies, as requested, for practice/department.
• As per practice/department protocols and/or measurements: answer phones/ retrieve voicemails in a timely manner, manage/handle patient requests and route appropriately, take thorough messages and route appropriately through EPIC.
• Schedule patient appointments (on phone or in person) accurately and completely.
• Utilizes knowledge of schedules and protocols.
• Uses proper billing area/appointment location.
• Cancels/reschedules appointments as needed and changes appointment status in EPIC.
• Communicates changes to patient and confirms appointments.
• If scheduling patients via telephone, remind patient what to bring to appointment (insurance card, test results, referrals, etc.). Encourages patients, as appropriate, to sign up for My Penn Medicine.
• Responsible for arriving/departing activities of patient at practice and performs point of service activities.
• Obtains insurance cards, copays, signatures/forms, referrals/authorizations as required and updates EPIC accordingly.
• Finalizes all check-out procedures as per practice protocol.
• Communicates with patients regarding patient flow and wait times –…