Access Services Associate I

Penn Medicine • Philadelphia, PA

376d • Remote

About The Position

The Access Services Associate I is a remote customer service role at Penn Medicine, primarily focused on supporting ambulatory practices through a call center environment. This position involves high-volume patient interactions, including registration, appointment scheduling, referrals, and pre-authorizations, requiring exceptional customer service skills and productivity to meet the health system's financial and operational targets.

Requirements

• High School Diploma or GED is required.
• An Associate's or Bachelor's degree may be considered in lieu of experience.

Nice To Haves

• Experience in a customer service role, preferably in a healthcare setting.
• Familiarity with electronic medical records (EMR) systems.

Responsibilities

• Understand and anticipate patient needs to enhance the patient experience and manage service recovery efforts as needed.
• Answer phones to support Access Center service level goals and follow department protocols for managing patient requests.
• Document patient needs thoroughly, taking detailed notes and routing them appropriately through the electronic medical record (EMR).
• Maintain knowledge of basic medical terminology, computer skills, and EMR to communicate effectively with patients and ensure they have all necessary information for their appointments.
• Resolve telephone issues and report problems related to call volume to management, following established downtime procedures for registration.
• Stay updated on insurance requirements relevant to patient services and billing procedures, including knowledge of managed care plans and copayment or referral requirements.

Benefits

• Comprehensive compensation and benefits program.
• Prepaid tuition assistance program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED