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:

• Compile and maintain the Departmental Key Performance Indicator (KPI) Dashboard and staff quality and productivity results. Monitor the Avaya telephone queue for timely, high-quality service. Monitor the EMPI email and Athena workqueues (WQ) to ensure timely response and resolution. Provide administrative support to EMPI Manager and be fully fluent in all requirements of the EMPI Data Quality Rep I position to provide support, expertise, and guidance to staff.

Responsibilities:

• Compile and maintain the following: Departmental KPI Dashboard – Gather the following departmental measures on a monthly basis for tracking and report out
• • Duplicate Percentage Rate
  • Avaya Phone Queue volumes and Abandonment Rate
  • Potential Duplicates created and resolved
  • Total Patients Marked for Merge
  • Total Inhouse Patient updates requested
  • Total Misidentified Patients newly submitted and completed
  • Total email resolved and total Athena Tickets resolved. Staff Quality & Productivity Results -Run and record the monthly productivity statistics from the applicable PennChart reports. Supplement this with staff work logs of duties not captured by the reports. Lastly, run the Avaya reports to capture the number of queue calls for each staff member. Gather and track all of the above, by staff member, monthly, for review and monitoring by the EMPI Manager.
Monitor the Avaya telephone queue for timely, high-quality service. Concurrent monitoring of the EMPI phone queue to ensure staffing coverage and response times are appropriate. Provide staff support by escalating any technical or service issues experienced with the call lines. Via the Encore system, perform quality review of recorded calls for each staff member at least once monthly to ensure professional, accurate and courteous service is provided. Escalate to the EMPI Manager when necessary.
Monitor the EMPI email and Athena WQ. Review and cross-reference all EMPI incoming and outgoing emails to ensure all items are completed within 3 business days. Perform random audits of staff email responses for content and quality. Monitor the Athena EMPI WQ to confirm that staff have assigned themselves to all open tickets and that there is timely feedback and resolution within 5 business days. Provide the staff support and escalation for challenging or difficult scenarios as needed. Escalate and engage EMPI Manager when necessary.
Create quarterly rotation of primary responsibilities for each staff member to ensure everyone remains current and accurate with all EMPI responsibilities. Ensure that the following job responsibilities are distributed across each staff member at least once quarterly: Athena WQ Care Everywhere Incoming Message queue EMPI emails MPM Updates DOB Report monitoring New Duplicate prioritization Work Queue Assignment for Appts. within 1-7 days; 8-15 days;16-22 days; 23-30 days; Hospital & Surgery; In-House, Trauma & Stroke, and Merge STAT.

• Review assignments with the EMPI Manager and distribute approved quarterly assignment updates to each staff member of the EMPI Team.
• Perform annual review of training materials and tip sheets to ensure they are accurate and up to date.Required EMPI Data Quality Representative I Knowledge. Review and update registration related information (name, date of birth, sex or SSN) in a responsible manner in PennChart. Reconcile duplicate records into one clean record and merge duplicate accounts in PennChart. Expire patients in PennChart. Investigate and work to resolve patients who have been given an “expired” status in error. Respond to calls received through the queue line, email requests and Athena tickets in a timely, professional and thorough manner.
  
• 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 or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 5 years of experience with registration, EMPI, or HIM related experience. (Required)
• Associate's Degree. (Preferred)
• Epic Registration training/experience, Epic Cert. in Identity. (Preferred)

Skills/Abilities:

• Proficient with computer software (MS Office applications; advanced Excel skills required)
• Strong analytical and problem solving skills
• Excellent written and verbal communication skills
• Strong organizational skills
• Ability to prioritize and execute multiple assignments with minimal direction
• Understanding HIPAA Standards and Patient Privacy

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.