**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 Coordinator **Entity:** HUP **Department:** Clin-Translational Resrch Ctr **Location:** 3400 Spruce St, Philadelphia, PA 19104 **Hours:** Monday-Friday 6:30am-3:00pm, 1.0 FTE (40 hours per week), Shift 1 _**Competitive Benefits, Career Growth Opportunities and Tuition Assistance at University of Pennsylvania! **_ **Summary:** The Center for Human Phenomic Science (CHPS) is a clinical research unit sponsored by the National Center for Advancing Translational Sciences, the National Institutes of Health, and the Department of Health and Human Services. We treat patients and healthy volunteers enrolled on over 450 research protocols. We offer inpatient and outpatient nursing services on our dedicated research units at the Perelman Center for Advanced Medicine (PCAM), Hospital of the University of Pennsylvania (HUP), and Penn Presbyterian Medical Center (PPMC), as well as mobile research nursing services across inpatients units at HUP. Our Patient Service Coordinator (PSC) is an integral part of the CHPS team and communicates regularly with CHPS leadership, clinical nurses, medical technicians, and study team members across Penn Medicine and the University of Pennsylvania. The PSC will work from our PCAM location and is responsible for the complex scheduling of research participants across the multiple settings described above. They facilitate the level-loading of the schedule while considering nursing staffing levels in each location. The PSC is also responsible for the billing of research visits and works hand-in-hand with our Business Administrator. The PSC performs data entry, maintains billing records, and ensures that billing practices remain up-to-date on the unit. Additionally, the PSC is responsible for front desk activities such as registration of patients, answering incoming phone calls, and maintaining a positive demeanor and customer-focused attitude. The ideal applicant excels in clear and effective communication, problem-solving, and is a nimble learner. **Responsibilities:** + Coordinator Accountabilities: + Ensure self and assigned area(s) are compliant with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, etc) + Manage the day-to-day planning, operations and problem solving for assigned areas – ensure daily schedule, staffing needs, and performance metrics are met. Communicates changes appropriately. + Develops and maintains APM templates and master schedules + Oversight of AHIQA. Runs regular financial reports and works towards reconciliation. Resolves work queues and/or issues from front-end reports. Proactively prioritizes recovery of missing charges. + Generates/runs reports to monitor and coach real-time performance against pre-established expectations/metrics. May be responsible for gathering information for performance reviews. + Act as the communication link between the group he/she is leading, and management. Disseminates information to the group and forwards information back up to management. + Effectively works with manager and providers to establish, implement, and maintain practice policies, procedures and efficient systems that support daily operations. + Assists staff in resolving difficult patient situations or complaints + Participates in the interviewing process and oversees the training of new hires. + Perform surgery scheduling, as needed/required by the practice. + May provide administrative support to physicians or manager(s). **Patient Service Associate Responsibilities:** + 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. + Responsible for arriving/departing activities of patient at practice and performs point of service activities: collects copays and records 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 patient flow and wait times – keeps manager aware of potential issues as they arise. + Issues referrals and obtains pre-authorizations for patients as required and as per protocol. + 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. + Records receipts accurately to ensure end of day reconciliation; participates in cash reconciliation delineations. + 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. **Access Center Accountabilities (if applicable):** + Coordinates clinical and administrative aspects of the new patient scheduling encounter. + Perform within the expected outcome of the Automated Call Distribution (ACD) environment. + Solves telephone issues and timely reports problems related to volume to manager. Follow established downtime procedures for registration + As needed: assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment ‘bumping’, wait list scheduling, resource scheduling, and team scheduling. **Credentials:** **Education or Equivalent Experience:** + H.S. Diploma/GED (Required) **Education Specialization:** · Equivalent Experience: · And 3+ years Medical office experience. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience. · Associate of Arts or Science · Education Specialization: or Bachelor's Degree Equivalent 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 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: 274036