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?

Summary:

• Position Summary: Assists supervisor manager in daily operations of Patient Access departments. Responsibilities include employee training, time keeping and completing and preparing reporting documents. Performs quality and assurance data checks to support quantitative measures for the department. Acts as a first line resource for staff and resolves complex registration issues. Reviews daily workloads to include assisting in the oversight of daily operations of the department. Capable of coordinating and communicating effectively during increased volumes or with complex patients.

• Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:

• Performs all job functions of the Contact Center Specialist staff, including but not limited to, scheduling, resignation and insurance verification and scheduling. Maintains proficiency and knowledge in all areas of Outpatient and Physician scheduling and provides coverage as needed to meet Service Level goals.

• Primary Resource for internal customers regarding complaints and concerns and escalated resource for external customer issues. Remains professional and builds effective relationships with key customers.

• Monitors real time team performance to drive service level goals. Prepares reports to assess individual staff performance and accuracy and provides feedback to Supervisor Manager.

• Assists Supervisor in monitoring Contact Center Specialist phone calls for call quality and accuracy when additional call monitoring support is needed.

• Provides feedback to supervisor manager for Annual Performance Reviews. Assists with Interview process.

• Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team.

• Serves as point person for software and process questions or concerns. In conjunction with Supervisor or Manager, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff.

• Assists with any special projects as assigned.

• The following duties are considered secondary to the primary duties listed above:

• Oversees orientation and training for new employees and offers feedback to supervisor manager throughout onboarding process when the Contact Center Trainer is not available or needs additional training support.

• Certified EPIC trainer for CAD 102 and or 112. Assist in EPIC training for Contact Center staff for Contact Center Trainer when he she is not available or needs additional support. Conduct the CAD 102 or 112 class, monitor and score the assessment and arrange for access through the Primary Trainer.

• Other duties as assigned by supervisor manager.

Responsibilities:

• Minimum Required Qualifications:

• High school diploma or equivalent required.

• One 1 year experience as a Customer Service Specialist.

• One 1 year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.

• One 1 year experience with basic keyboarding, personal computer use, and other office setting equipment. A health care provider in good standing with Medicare, Medicaid, and other federal and state health insurance programs, i.e. not excluded from participation in Medicare, Medicaid or any other federal or state health insurance program.

Preferred Qualifications:

• Associates degree.

• One 1 year of Epic or equivalent Electronic Medical Record experience preferred.

• One 1 year of leadership experience formal or informal

• EPIC Certified to train CAD 102 and or CAD 112. Certification is required at time of hire or within 12 months from hire.

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.

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