Penn Medicine, University of Pennsylvania Health System · 19 hours ago
Patient Services Associate - full Time
Plainsboro, NJ
Full-time
Onsite
Entry Level
$17.75/hr - $28.33/hr
4+ years expPenn Medicine is dedicated to providing high-quality patient care, conducting innovative research, and educating future leaders in medicine. The Patient Services Associate (PSA) plays a crucial role in ensuring patient satisfaction and operational efficiency by managing patient scheduling, coordinating appointments, and handling billing information in a central environment.
BiotechnologyEducationHealth CareMedicalTraining
Responsibilities
Takes accountability for ensuring patient schedules are built timely
Per department protocol and/or measurements: answer phones in a timely manner, manage/handles patient requests and route appropriately and completely
Utilizes knowledge of schedule and protocols
Uses proper billing area/appointment location
Cancels/rescheduled appointments as needed
Communicates changes to local site/transportation/admissions
Maintains SQL reports as assigned to support scheduling and revenue cycle
Communicates with local site regarding patient flow, keeps manager aware of potential issues as they arise
Links referrals for patients as required and as per protocol
Successfully navigates and resolve EPIC work queues-escalate as needed
Coordinate with central admission, transportation, Utilization Management departments as needed
Maintains up to date knowledge of insurance requirements pertinent to patient services and billing procedures: Including basic knowledge of all managed care plans
Achieves proficiency in automated system: such as EPIC (including in basket), Navinet and SQL
Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols
Ensures appropriate HAR is assigned to registration/insurance
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
Proactively prioritizes recovery of missing charges
Enters PB & HB back end charges (BEC) for outpatient sites
Coordinates with financial administrative team to ensure clean billing processes
Greets and interacts with physicians and clinical staff in a positive, pleasant and professional manner whether on phone or in person
Listens carefully and communicates clearly with physicians and clinical staff to ensure understanding of patient’s request
Analyzes problems form the customer’s point of view
Learns/anticipates the individual need(s) and does the best possible job of satisfying those needs using the best solutions that are responsive to their need(s)
Documents needs, as appropriate in EPIC
Establishes positive relationships with local site by demonstrating knowledge of patient history with practice, treating them with compassion, and responding to their individual needs
Handles stressful situations appropriately
Delivers seamless patient/customer service and provides recovery for lapses in service as needed
Ensures patient, family confidentiality, respect, safety, and security
Strives to understand and value differences in others’ race, gender, nationality, and age-modifies interactions as needed to accommodate diverse needs of the patient/family
Displays age-appropriate competencies for the patient populations served
Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys
Provides comments and feedback to management team to maintain and improve quality of services
Participates in Entity and Department wide initiatives for Patient/Employee safety
Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of their position
Supports team, as required or needed based on daily workloads, by assisting with work processes that fall outside of their assigned role
Asks questions if/when uncertain about something
Ensures communication and collaboration with clinical staff and fellow co-workers to serve patients to the best of his/her ability
Qualification
Required
H.S. Diploma/GED (Required)
4+ years customer service required
2+ years medical experience required
Thorough knowledge of third-party insurance coverage guidelines
Preferred
Advanced degree may be considered in lieu of experience
Bachelor of Arts or Science
Bachelor's Degree preferred
Benefits
Comprehensive compensation and benefits program
Prepaid tuition assistance programs
Company
Penn Medicine, University of Pennsylvania Health System
Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$70.9MKey Investors
BIRD FoundationWarren Alpert FoundationNational Cancer Institute
2025-01-22Grant
2023-01-03Grant· $9.7M
2022-08-18Grant· $5.7M
Leadership Team
Kevin Mahoney
Chief Executive Officer of University of Pennsylvania Health System
John Donohue
Vice President, Enterprise Services
Recent News
The Philadelphia Inquirer
2026-01-03
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