Entity: CCA
Department: Entity: CCA
Department: Penn Neurology
Location: 800 Walnut St, Philadelphia, PA 19107
Hours: Per Departmental Needs – Full Time
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.
Responsibilities:
- 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.
Safety:
- Participates in Entity and Department wide initiatives for
- Patient /Employee safety
- Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
Patient Service:
- 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/retrive 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 – keeps manager aware of potential issues as they arise.
- Issues referrals and obtains pre-authorizations for patients as required
- Successfully navigate and resolve EPIC work queues – escalate as needed
- Perform other duties as requested or assigned.
Financial:
- Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans UPHS participates with and which insurers require a copayment or referral.
- Achieves proficiency in automated systems; such as EPIC APM and EMR (including inbasket), hospital based EMRs (where necessary), Navinet, credit card machines, IPayment, etc.
- Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols
- Validates financial responsibility prior to service utilization and completes an accurate financial interview at time of registration
- Records receipts according to practice protocol so as to ensure appropriate end of day reconciliation. Participates in cash reconciliation delineations.
- Generates/runs reports, as requested, related to front-end processes
- Resolve work queues and/or issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested. Proactively prioritizes recovery of missing charges.
Regulatory Compliance:
- Complies with educational and training requirements at prescribed intervals (via Knowledge Link and/or other methods as required).
- Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
Change Management:
- Flexible and readily adopts new processes and is engaged in practice operation changes.
Education or Equivalent Experience:
- H.S. Diploma/GED AND 2 years medical office experience OR 4 years of customer service experience required.
- Bachelor's Degree preferred.
Location:
Hours: Per Departmental Needs – Full Time
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.
Responsibilities:
- 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.
Safety:
- Participates in Entity and Department wide initiatives for
- Patient /Employee safety
- Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
Patient Service:
- 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/retrive 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 – keeps manager aware of potential issues as they arise.
- Issues referrals and obtains pre-authorizations for patients as required
- Successfully navigate and resolve EPIC work queues – escalate as needed
- Perform other duties as requested or assigned.
Financial:
- Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans UPHS participates with and which insurers require a copayment or referral.
- Achieves proficiency in automated systems; such as EPIC APM and EMR (including inbasket), hospital based EMRs (where necessary), Navinet, credit card machines, IPayment, etc.
- Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols
- Validates financial responsibility prior to service utilization and completes an accurate financial interview at time of registration
- Records receipts according to practice protocol so as to ensure appropriate end of day reconciliation. Participates in cash reconciliation delineations.
- Generates/runs reports, as requested, related to front-end processes
- Resolve work queues and/or issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested. Proactively prioritizes recovery of missing charges.
Regulatory Compliance:
- Complies with educational and training requirements at prescribed intervals (via Knowledge Link and/or other methods as required).
- Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
Change Management:
- Flexible and readily adopts new processes and is engaged in practice operation changes.
Education or Equivalent Experience:
- H.S. Diploma/GED AND 2 years medical office experience OR 4 years of customer service experience required.
- Bachelor's Degree preferred.