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 Services AssociateDepartment: Penn Care at Home TelehealthEntity - Penn Medicine at HomeLocation: Bala CynwydHours/Shift: 8:00-4:30 weekdays and every 4th weekendSummary:The Patient Services Associate (PSA) assists the 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 managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and entering and processing referrals.Responsibilities:Patient Service Responsibilities:Anticipate and address patient needs, manage service recovery efforts, and identify opportunities to improve the patient experience.Answer phones promptly, manage patient requests, and route them appropriately. Retrieve voicemails and ensure messages are accurate and directed through the EMR system.Schedule appointments based on the reason for the visit, following established protocols, confirm appointments, and reschedule or cancel as necessary.Communicate patient flow and delays, keeping the manager informed of potential issues.Issue referrals and obtain pre-authorizations as required. Navigate and resolve work queues in the EMR system.Financial Responsibilities:Maintain knowledge of insurance requirements, managed care plans, and billing procedures.Validate patient demographic/insurance information and register new patients into the EMR system.Resolve work queues and prioritize missing charge recovery.Order office supplies and generate reports as requested.Other / Regulatory Responsibilities:Ensure compliance with all relevant regulatory standards (e.g., TJC, DOH, HIPAA, etc.).Adapt to new processes and engage in changes to practice operations.Additional Responsibilities:Coordinate clinical and administrative aspects of referral entry and scheduling.Process and route information received via phone, fax, work queues, ECIN, and email.Perform according to expectations in an Automated Call Distribution (ACD) environment.Report telephone issues and volume problems to the manager, following downtime procedures for registration.Credentials:Education or Equivalent Experience:Required:H.S. Diploma/GED 2+ years Medical office experience, or 4 years of customer service experience. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience. Education Specialization:Associate of Arts or ScienceWe 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 WorkWe are an Equal Opportunity and Affirmative Action 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.