Job Title: Patient Service Coordinator
Entity: HUP
Department: Heart Transplant
Location: 3400 Spruce Street
Hours: 1.0 FTE (40 Hours per week), Shift 3
*Competitive Benefits, Career Growth Opportunities and Tuition Assistance at University of Pennsylvania! **
Summary:
The Patient Services Coordinator (PSC) assists the manager and/or physicians 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 within in the Transplant department. In addition to performing the duties of a Patient Services Associate (check in/out, patient registration, appointment scheduling, referrals/pre-authorizations), the PSC will be expected to oversee the daily schedule and operations of an assigned area/group. The PSC serves as the APM expert and the liaison between staff and Managers/Physicians to ensure daily performance expectations are communicated and met. In the absence of the manager, the PSC may take on additional responsibilities.
Coordinator Accountabilities:
· Ensure self and assigned area(s) are compliant with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, etc)
· Manage the day-to-day planning, operations and problem solving for assigned areas – ensure daily schedule, staffing needs, and performance metrics are met. Communicates changes appropriately.
· Develops and maintains APM templates and master schedules
· Oversight of AHIQA. Runs regular financial reports and works towards reconciliation. Resolves work queues and/or issues from front-end reports. Proactively prioritizes recovery of missing charges.
· Generates/runs reports to monitor and coach real-time performance against pre-established expectations/metrics. May be responsible for gathering information for performance reviews.
· Act as the communication link between the group he/she is leading, and management. Disseminates information to the group and forwards information back up to management.
· Effectively works with manager and providers to establish, implement, and maintain practice policies, procedures and efficient systems that support daily operations.
· Assists staff in resolving difficult patient situations or complaints
· Participates in the interviewing process and oversees the training of new hires.
· Perform surgery scheduling, as needed/required by the practice.
· May provide administrative support to physicians or manager(s).
· Patient Service Associate Responsibilities:
· 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.
· Communicates 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 required and as per protocol.
· 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.
· Validates patient demographic/insurance information and/or registers new patients into EMR using established protocols.
· Records receipts accurately to ensure end of day reconciliation; participates in cash reconciliation delineations.
· Resolves work queues and/or issues from front-end reports; proactively prioritizes recovery of missing charges.
· Orders supplies for the office and generates front-end process reports as requested.
· Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
· Other duties as assigned to support the unit, department, entity, and health system organization
Education:
H.S. Diploma and 3+ years of Medical Office experience. Advanced degree (AS, BS, Masters may be considered in lieu of experience)
Associate's Degree or Bachelor's Degree preferred
