Penn Medicine - Philadelphia, PA
posted 5 months ago
About the position
The Patient Services Coordinator (PSC) at Penn Medicine plays a crucial role in ensuring a patient-centered approach to care delivery. This position is designed to assist the manager and/or physicians in maintaining a focus on patient and customer satisfaction while supporting the operational and financial targets of the department. The PSC is responsible for overseeing the daily operations of an assigned area, ensuring compliance with regulatory standards, and managing the scheduling and staffing needs of the team. This role requires a proactive approach to problem-solving and communication, as the PSC serves as a liaison between staff and management, ensuring that performance expectations are clearly communicated and met. In addition to the managerial responsibilities, the PSC will also perform the duties of a Patient Services Associate, which include patient registration, appointment scheduling, and handling referrals and pre-authorizations. The PSC is expected to develop and maintain templates and schedules, run financial reports, and resolve any issues that arise from front-end reports. This position also involves training new hires and assisting staff in resolving difficult patient situations, thereby enhancing the overall patient experience. The PSC must strive to understand and anticipate patient needs, manage service recovery efforts, and maintain up-to-date knowledge of insurance requirements and billing procedures. This role is integral to the smooth operation of the department and directly impacts patient satisfaction and care quality.
Responsibilities
- Ensure compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA).
- Manage day-to-day planning, operations, and problem-solving for assigned areas, ensuring daily schedules, staffing needs, and performance metrics are met.
- Communicate changes appropriately to staff and management.
- Develop and maintain APM templates and master schedules, overseeing AHIQA.
- Run regular financial reports and work towards reconciliation of accounts.
- Resolve work queues and issues from front-end reports, prioritizing recovery of missing charges.
- Generate and run reports to monitor and coach real-time performance against established expectations and metrics.
- Act as a communication link between the group and management, disseminating information effectively.
- Assist in establishing, implementing, and maintaining practice policies and procedures that support daily operations.
- Help staff resolve difficult patient situations or complaints.
- Participate in the interviewing process and oversee the training of new hires.
- Perform surgery scheduling as needed.
- Provide administrative support to physicians or managers as required.
- Strive to understand and anticipate patient needs, managing service recovery efforts when necessary.
- Answer phones in a timely manner and manage patient requests appropriately.
- Schedule patient appointments, confirming and communicating changes as needed.
- Perform point of service activities, including collecting copays and obtaining necessary signatures.
- Communicate with patients regarding flow and wait times, keeping management informed of potential issues.
- Issue referrals and obtain pre-authorizations as required.
- Maintain knowledge of insurance requirements and billing procedures, validating patient information accurately.
- Record receipts accurately for end-of-day reconciliation and participate in cash reconciliation processes.
- Order supplies for the office and generate front-end process reports as requested.
Requirements
- High School Diploma or GED required.
- 3+ years of medical office experience required.
- Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.
Benefits
- Comprehensive compensation and benefits program.
- Prepaid tuition assistance program.
