Patient Services Associate, Mercy ED Registration (...

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: Services Associate Entity: HUPDepartment: Mercy Ed Registration Location: Mercy Philadelphia Hospital, 501 S 54th Street, Philadelphia, PaHours: Part time, 24 hours per week, 2nd shift 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? Position Summary: Assists the practicedepartment in maintaining a patientcustomer 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 financialoperational targets.Job DutyResponsibilities: 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.Learnsanticipates the individual patientcustomer 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 patientcustomer situations appropriately and delivers seamless patientcustomer service.Ensure patientfamily 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 hisher 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 forPatient Employee safetyDemonstrates an awareness of patient employee safety when carrying out daily responsibilities of their position.Patient Service:Takes accountability for ensuring patientwork areas are neat and clean.Orders supplies, as requested, for practicedepartment.As per practicedepartment protocols andor measurements: answer phonesretrieve voicemails in a timely manner, managehandle 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 protocolsUses proper billing areaappointment locationCancelsreschedules appointments as needed and changes appointment status in EPICCommunicates 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 arrivingdeparting activities of patient at practice and performs point of service activitiesObtains insurance cards, copays, signaturesforms, referralsauthorizations as required and updates EPIC accordinglyFinalizes all check-out procedures as per practice protocolCommunicates 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 requiredSuccessfully navigate and resolve EPIC work queues - escalate as neededPerform 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 (includinginbasket), hospital based EMRs (where necessary),Navinet, credit card machines, IPayment, etc.Validates patient demographicinsurance information andor registers new patients into EPIC using established protocolsValidates financial responsibility prior to service utilization and completes an accurate financial interview at time of registrationRecords receipts according to practice protocol so as to ensure appropriate end of day reconciliation. Participates in cash reconciliation delineations.Generatesruns reports, as requested, related to front-end processesResolve work queues andor 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 andor 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.Required Education: H.S. DiplomaGED and 2+ years Medical office experience or customer service experience.Bachelor's Degree preferred.Preferred Experience: Thorough knowledge of third party insurance coverage guidelines.Must successfully completepass EPICschedgistrationtrainingtests.EMR skillsRequired Experience: Computer knowledge and skills.Ability to speak English for a business setting. Customer-focused communication skills (verbalwritten).Critical thinking and multi-tasking skills.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 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. 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 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.

Created: 2025-02-21