Concierge Penn Signature Services

University Of Pennsylvania Health System Philadelphia , PA 19107

Posted 2 months ago

Job Summary Under moderate supervision, the Concierge, Penn Signature Services (C, PSS) is responsible for providing the highest level of service for all patients entering the University of Pennsylvania Health System/Penn Medicine through the Penn Signature Services Program (Penn Passport, Executive Health, Patient Facilitated Services, Penn Global Medicine). The Concierge engages directly with the patient and his/her caregiver(s) to facilitate all non-clinical customer service related needs during the patient's course of care. Welcomes patients and caregiver(s) upon admission to the UPHS, ensuring that navigation to the appropriate destination is completed at time of initial visit, as needed.

Addresses cultural elements of care with both domestic and international patient populations, confirming that language and cultural needs are met throughout the individual's continuum of care at UPHS. Escorts patients and family members to appointments (may include early morning, late evening and weekend appointments). Provide follow up regarding ongoing services to the patient and caregiver(s) throughout continuum of care. Prepares and coordinates the schedule with the patient and with internal PSS staff prior to the appointments.

Patient coverage occurs 24 hours a day/7 days per week, thus on-call availability is expected of the individual in this position. Coverage of weekend and evening shifts is required. Assures that all privacy and HIPAA standards are maintained throughout the entire duration of the patient's care continuum.



icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Care Coordinator Penn Signature Services

University Of Pennsylvania Health System

Posted 2 months ago

VIEW JOBS 2/16/2020 12:00:00 AM 2020-05-16T00:00 Penn Medicine's Penn Signature Services area is looking for a Care Coordinator! Job Summary: Under moderate supervision, the Care Coordinator, Penn Signature Services (CC, PSS) is responsible for providing the highest level of service for all patients entering the University of Pennsylvania Health System/Penn Medicine through the Penn Signature Services Program (Penn Passport, Executive Health, Patient Facilitated Services, Penn Global Medicine). The Care Coordinator serves as the primary point of contact and liaison for the patient, and is expected to seamlessly coordinate the service and medical care for all international and domestic patients referred through the PSS program. The Care Coordinator will directly assist the patient and his/her family in navigation of the UPHS both on-site and during non-business hours. Patient coverage occurs 24 hours a day/7 days per week, thus on-call ability is expected of the individual in this position. The Care Coordinator is expected to work with the patient and all internal/external stakeholders to facilitate access to UPHS and provide superior customer service throughout the patient's course of care per department standards. Assures that all privacy and HIPAA standards are maintained throughout the entire duration of the patient's care continuum. Accountabilities: • Act as the primary liaison between the patient and all corporate and clinical departments throughout the UPHS. Facilitate all non-clinical requests for the patient and/or caregiver(s). For clinical-related questions and inquiries identify the appropriate clinician and/or clinical department and ensure that all of the patient's questions are addressed in a timely manner. In collaboration with a clinician, ensure that all medical records are received and have been translated into English, so that case review by clinical staff can proceed. Assist with the completion of timely remote medical second opinions, serving as the primary contact and liaison for all parties to coordinate logistics related to this service. Ensure appropriate communication and transfer of medical records to the patient's referring physician upon patient discharge from the UPHS. Accountable for his/her patient caseload and must routinely communicate with all internal/external stakeholders regarding the current status of the patient. Timely updates from embassies, government officials, and patient representatives will be provided to key stakeholders from the UPHS. • Perform intake assessments for domestic and international patients seeking care at UPHS, communicating with the patient and/or third party representative to ensure that all portions of the intake process are completed per PSS guidelines and standards. Inform patients of departmental and UPHS policies including HIPAA regulation, as well as policies surrounding insurance verification, referral and authorization, and point-of-service payment after communication with financial officers within the UPHS system has occurred. • Schedule and coordinate patient care appointments with all appropriate parties (this may include but is not limited to internal and external staff and stakeholders, individuals, representatives, brokers, third-party vendors, government agencies, and embassies). Work to facilitate resolution of scheduling issues encountered by the Contact Call Center, providing referral nurses and individuals with appropriate guidance (when applicable). • Facilitate the navigation of patients and family members to appointments (may include early morning appointments and weekend appointments when deemed necessary). Provide follow up regarding ongoing services to the patient and caregiver(s) throughout continuum of care. • Evaluate requests made by the patient and by clinical staff for all clinical appointments, both inpatient and outpatient as well as patient transfers, to ensure that all stakeholders are aware of the request and that the process is completed per institution guidelines. Additional requests will be facilitated at the discretion of senior management, and may include obtaining durable medical equipment for a patient, identifying third-party vendors, facilitating pharmacy requests, etc. • Arrange transportation for specific individuals within the PSS system, including but not limited to air evacuation, commercial flights, ad hoc. • Coordinate hotel accommodations or housing options, providing the patient and his/her family with appropriate options for lodging (short-term and long-term). • Assist with initial establishment of financial accounts (when applicable, as this applies mostly to our international patient population). • Maintain daily record of work activities including but not limited to daily patient call volume and completion of progress notes per PSS standards. Document all activity in the PSS database platform, Evariant-Salesforce or other specified software. • Track sources of patient referrals, keeping pristine records of items including but not limited to the referring physician [s], patient's country of origin, contact information in the Evariant-Salesforce database. • Prepare reports that include but are not limited to data for patient dashboard(s), utilization of service reports, and patient placement decision reports. • Communicate HIPAA-compliant information to the UPHS Development Office on a routine basis. • Facilitate continuous improvement in patient satisfaction and patient ranking of quality of services. Identify service delivery/quality issues and implement/track corrective action plans with the oversight of PSS management. • Participate in quality and process improvement initiatives and attend training sessions with PSS senior management and/or external vendors, as specified. • Facilitate inquires and requests regarding the PSS program, and ensure that the appropriate stakeholders are aware of the information being requested. Manage and coordinate resolution of PSS patient relation issues and non-clinical matters when necessary. Will make no clinical decisions and will not communicate results of clinical tests/procedures/diagnostic testing to any individual, but will forward any inquiries to clinical staff to ensure that the patient's questions are answered in a timely fashion. • 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 University Of Pennsylvania Health System Philadelphia PA

Concierge Penn Signature Services

University Of Pennsylvania Health System