Patient Services Associate- Part Time Float

Part Time Patient Services Associate‐ Lab Registration & Cancer Center

Outpatient Lab and Cancer Center patient registration, rotating between practice locations in Exton, West Chester, and Kennett Square. Monday – Friday, 6:45am – 12:15pm.

• The Patient Services Associate (PSA) assists the practice/department 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. The PSA is responsible for intake/patient registration and/or scheduling process, arrival/departure activities of patients, managing and handling patient calls and inquiries, coordinating patient appointments, updating insurance/billing information, patient navigation, liaison activity, and performing point‑of‑service activities.

• 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.
• Answers phones in a timely manner, manages patient requests and routes them appropriately, retrieves voicemails promptly, takes accurate and thorough messages, and routes them through EMR.
• Schedules patient appointments by determining reason for visit, following established schedules and protocols, using appropriate billing area/appointment location, communicating changes, confirming appointments, and offering alternatives, canceling, or rescheduling as needed.
• Manages arrival/departure activities and performs point‑of‑service activities: collects copays 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 flow and wait times, keeping manager aware of issues.
• Issues referrals and obtains pre‑authorizations as required by protocol.
• Maintains up‑to‑date knowledge of insurance requirements, including basic knowledge of all managed care plans and insurers requiring a copayment.
• Validates patient demographic/insurance information and registers new patients into EMR using established protocols.
• Records receipts accurately to ensure end‑of‑day reconciliation and participates in cash reconciliation.
• Resolves work queues and issues from front‑end reports, proactively prioritizes recovery of missing charges.
• Ensures compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME).
• Stays current with communications from the Patient Access Management Team, remains flexible, adopts new processes, and engages in practice operation changes.
• Coordinates clinical and administrative aspects of the new patient scheduling encounter.
• Performs within the expected outcome of the Automated Call Distribution (ACD) environment.
• Solves telephone issues and reports problems related to volume to manager.
• Follows downtime procedures for registration.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
• Other duties as assigned.

• H.S. Diploma/GED (Required)
• 2+ years medical office or 2 years customer service experience. Advanced degree may be considered in lieu of experience.
• Associate of Arts or Science

We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region.

We are an Equal Opportunity 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.