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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?
Entity: CPUP
Department: Access Center Staff
Location: Remote
Shift: Hours may vary from 7:00am to 6:00pm, M-F
Summary:
The Access Services Associate (ASA) is a remote customer service position supporting Penn Medicine ambulatory practices in a call center environment. This phone based, high volume role supports several patient interactions including registration, appointment scheduling, referrals and pre-authorizations. The position requires superior and compassionate customer service skills with a focus on Productivity to satisfy financial and operational targets of the Health System. This is primarily a work from home position. This position requires the agent to learn and execute several protocols for a limited number of UPHS Departments.
Responsibilities:
Strives to understand and anticipate patient needs to improve the patient encounter and overall Penn Medicine experience, manages service recovery efforts when needed, enlisting management assistance as appropriate.
Answer phones supporting Access Center SL goals and follow department protocols to manage patient requests.
Communicate patient need by thoroughly completing encounter documentation, taking detailed notes and route appropriately through the electronic medical record (EMR).
Maintain knowledge of basic Medical terminology, Computer and EMR skills. Accurately communicate and set patient expectations in a clear, empathetic manner to help ensure they arrive for their appointment with all pertinent information and care coordination (medical records, test results, referrals, copays).
Solves telephone issues and timely reports problems related to volume to manager. Follow established downtime procedures for registration.
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.
Education or Equivalent Experience:
H.S. Diploma/GED (Required).
Associate's or Bachelor's may be considered in lieu of experience.
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.
