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. 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. (CPUP - Med Endo-Diabetes - Perelman Center for Advanced Medicine-3400 Civic Center Blvd) Patient Service:

Strives to understand and anticipate patient needs, manages service recovery efforts when needed, enlisting management assistance as appropriate, identifies opportunities to improve the patient experience. As per practice/department protocols and/or measurements: answer phones in a timely manner, manage/handle patient requests and route appropriately, retrieve voicemails in a timely manner, take accurate and thorough messages and route appropriately through EMR. Schedule patient appointments (on phone or in person) by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes and confirming appointments, and, as needed, offering alternative and canceling/rescheduling appointments.

Responsible for arriving/departing activities of patient at practice and performs point of service activities: collects copays and records accurately, obtains necessary signatures/forms, obtains insurance cards and referrals/authorizations, updates appointment status in EMR, and finalizes all check-out procedures. Financial: Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans and which insurers require a copayment or referral.

Records receipts accurately to ensure end of day reconciliation; participates in cash reconciliation delineations. Resolves work queues and/or issues from front-end reports; Orders supplies for the office and generates front-end process reports as requested. Other / Regulatory:

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 engages in practice operation changes. Coordinates clinical and administrative aspects of the new patient scheduling encounter.

Solves telephone issues and timely reports problems related to volume to manager. Follow established downtime procedures for registration 2+ years medical office or customer service experience is required.

~ Advanced degree (Associate's, Bachelor's, Master's) 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.