Medical Services Administrator

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.

Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Location:** **Philadelphia, PA with travel to "specified Suburban area"**

**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.

+ 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.

+ Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.

+ Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys.

+ Patient Service:_**

+ 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:

+ Uses proper billing area/appointment location

+ Cancels/reschedules appointments as needed and changes appointment status in EPIC

+ If scheduling patients via telephone, remind patient what to bring to appointment (insurance card, test results, referrals, etc.). 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

+ Successfully navigate and resolve EPIC work queues - escalate as needed

+ 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.

+ such as EPIC APM and EMR (including in basket), hospital based EMRs (where necessary), Navinet, credit card machines, I Payment, etc.

+ Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols

+ Validates financial responsibility prior to utilization and completes an accurate financial interview at time of registration

+ Records receipts according to practice protocol 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. 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)

Flexible and readily adopts new processes and is engaged in practice operation changes.

**Diploma/GED **AND** 2+ years medical office experience **OR** 2+ years customer service experience required. Advanced degree (Associate, Bachelor, Master) may be considered in lieu of experience.

+ Our employee benefits programs help our employees get healthy and stay healthy. Together we will continue to make medical advances that help people live longer, healthier lives.

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.