Patient Engagement Associate

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/Unit: CPUP - Access Center - Various Departments Location: Remote (Must be a resident of PA, DE, NJ)

Full Time - Day Shift; Monday-Friday from 7am and 6pm; depending on the departments you are paired with

• The Patient Engagement Associate is a contact center-based customer service position supporting Penn Medicine practices, affiliated physicians, and other program services. The position delivers patient-centric Customer Service to those seeking medical care from Penn Medicine. This role will engage directly with patients via phone, chat and other omni-channel platforms. Specific tasks may include registration, appointment scheduling, responding to marketing campaigns, referral navigation, and other clinical communications. The position requires superior customer service skills with a focus on productivity to satisfy the financial and operational targets of Penn Medicine. This position requires the agent to learn and execute several protocols. The Patient Engagement Associate must display human qualities of empathy, compassion, kindness, and patience. The position must exemplify Penn Medicine Core Values and exhibit solid Customer Service skills, a patient-centric attitude, a collaborative team spirit, and the ability to think critically and quickly. Accountabilities:
• Call Handling & Digital Engagement: Answer phones, chats, and other digital inquiries while adhering to service level goals, department protocols, and productivity standards.
• Scheduling & Visit Preparation: Schedule patient appointments accurately and efficiently, following established schedules and protocols. Provide clear instructions, directions, parking information, and ensure patients are prepared with necessary documentation, test results, and referrals. Assist patients with provider navigation as appropriate.
• Registration & Insurance Verification: Complete patient registration, validate demographic and insurance information, and manage authorization requirements to ensure accurate and timely claim processing.
• Documentation & Routing: Accurately document patient needs, encounter details, and appointment outcomes in the EMR/CRM, ensuring timely routing to the appropriate team or provider.
• Marketing & Outreach Support: Make outbound calls in response to digital/marketing campaigns, web requests, or other Penn Medicine initiatives; provide resources and assist patients in accessing Penn Medicine programs and services.
• Compliance & Flexibility: Ensure compliance with HIPAA and regulatory standards. Demonstrate adaptability in response to evolving workflows, procedures, and technology. A private and secure workstation is required.
• Patient Experience & Service Recovery: Strive to understand and anticipate patient needs to enhance the Penn Medicine experience; manage building patient relationships as appropriate.
• 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/Experience: Required H.S. Diploma/GED And 1+ years Customer service, clerical, or healthcare-related experience preferred. 3 years of experience preferred. Experience using EMR/CRM systems. Must successfully complete/pass EPIC schedgistration training/tests 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.