**Description** Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work? **Entity: Clinical Practices of the University of Pennsylvania (CPUP)** **Department: Electrophysiology (EPS Lab- HUP)** **Location: 3400 Spruce, Philadelphia, PA** **Hours: Full-Time** Responsibilities: + The Patient Services Associate (PSA) will be working on a dual role: PSA and Medical Records clerk. Duties will be interchangeable based on office needs. + Responsibilities will include: Coordinate the medical records process in the practice inclusive of scanning, filing, medical records requests, and patient/customer service. + Responsible for the arrival activities of patients in the practice, managing and handling heavy call volume and inquiries, coordinating patient appointments, updating patient insurance/billing information, and performing point of service activities. PSA responsibilities: + Patient Service: 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. + Obtains referrals/ pre-authorizations for patients as required and as per protocol. + Financial: 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. 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. · Other / Regulatory: Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc) Flexible and readily adopts new processes and engages in practice operation changes Medical Records Responsibilities: + Prioritizes and scans all appropriate paper data routinely as they come to the department into the electronic medical record (EMR). + Follows appropriate scanning process as specified by UPHS/Department defined process, ensuring patient is properly identified and document is attached/routed appropriately in the EMR. + Confirms the presence of the scanned file in the appropriate place in the EMR system prior to the destruction of the paper copy per department protocol. + As appropriate and as per department protocols, responds to requests and questions related to medical records services in an accurate, timely and professional manner. · Notifies supervisor of any scanning problems. + Sorts, prioritizes, and disperses faxes and mail according to established protocols. + Enables communication by answering the phone, providing excellent customer service, and by placing calls to internal and external information sources. + Maintains compliance with all federal, state and local regulatory standards and requirements. + 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 or Equivalent Experience: + H.S. Diploma/GED (Required) + 2+ years medical office experience or 4 years of relevant customer service experience (Required) + Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity and Affirmative Action 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. REQNUMBER: 254733