Patient Services Associate

University Of Pennsylvania Health System West Chester , PA 19388

Posted 3 weeks ago

Greets and interacts with patients in a positive, pleasant and professional manner,
whether on phone or in person.

  • Listens carefully and communicates clearly with patients to ensure understanding of
    patients request. Analyzes problems from the customers point of view.

  • Learns/anticipates the individual patient/customer need(s) and does the best possible
    job of satisfying those needs using the best solutions that are responsive to those
    need(s). Documents needs, as appropriate, in EPIC.

  • Establishes positive relationships with patients by demonstrating knowledge of patient
    history with practice, treating them with compassion, and responding to their individual
    needs.

  • Handles stressful patient/customer situations appropriately.

  • Delivers seamless patient/customer service and provides recovery for lapses in
    service as needed.

  • Ensure patient/family confidentiality, respect, safety, and security.

  • Strives to understand and value differences in others race, gender, nationality, and
    age modifies interactions as needed to accommodate diverse needs of the
    patient/family. Displays age-specific competencies for the patient population served.

  • Identifies opportunities to improve the patient experience, including areas identified in
    patient satisfaction surveys. Provides comments and feedback to management team
    to maintain and improve quality of service.

  • Participates in Entity and Department wide initiatives for Patient/Employee safety

  • Demonstrates an awareness of patient/ employee safety when carrying out daily
    responsibilities of their position.

  • Supports team, as required or needed based on daily workloads, by assisting with
    work processes that fall outside of their assigned role. Asks questions if/when
    uncertain about something.

  • Ensures communication and collaboration with clinical staff and fellow co-workers to
    serve patients to the best of his/her ability.

  • Shows initiative, sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks.

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Patient Services Associate

University Of Pennsylvania Health System