**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? Job Title: Patient Services Associate Department: Infusion Services Entity: Pennsylvania Hospital Hours/Shift: 9:00 am - 5:30 pm Summary: + 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 the arrival and/or departure activities of patients in the practice, managing and handling patient calls and inquiries, coordinating patient appointments, updating patient insurance/billing information, and performing point of service activities. The PSA may function in a physician practice or a call center environment. Rotation between PSA functions and/or departments may be required. Responsibilities: + **Patient Service:** + Understand and anticipate patient needs, manage service recovery, and improve the patient experience. + Answer calls promptly, handle patient requests, and route them correctly via EMR. + Schedule and confirm patient appointments, ensuring accuracy and following protocols for cancellations and rescheduling. + Assist patients with check-in/check-out procedures, including collecting copays, obtaining insurance details, and ensuring accurate records. + Communicate wait times and patient flow status to keep management informed. + Issue referrals and obtain pre-authorizations as required. **Financial Responsibilities:** + Maintain knowledge of insurance requirements, copayments, and managed care plans. + Validate patient demographic and insurance details, registering new patients in EMR. + Accurately record receipts and ensure end-of-day reconciliation. + Participate in cash reconciliation and address front-end report issues. + Prioritize missing charge recovery and order office supplies as needed. **Regulatory Compliance:** + Ensure compliance with federal, state, and local regulations (e.g., HIPAA, FDA, DOH). + Adapt to new processes and engage with changes in practice operations. **Required Qualifications:** + Epic Certification (Required). + Successful completion of EPIC scheduling and registration training/tests. **Education or Equivalent Experience:** + H.S. Diploma/GED (Required) + Education Specialization: Associate of Arts or Science (Required) + Equivalent Experience: Or 4+ years Customer Service Experience Or Completion of our Pathway Program 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: 244121