Family, Visitor and Patient Services Coordinator

Children’s Hospital of Philadelphia•Upper Merion Township, PA

5d•$21 - $26

About The Position

The Family, Visitor and Patient Services Coordinator supports the Division of Family and Visitor Services and patient access operations at Children’s Hospital of Philadelphia. In Family and Visitor Services, the coordinator welcomes patients, families, and visitors at hospital entrances, provides information and directions, escorts families when needed, and helps with luggage and other belongings. The role also supports visitor check-in and badging, maintains visitor restriction information with Security, and helps address conditions that could pose a risk to employees, patients, families, or visitors. In Patient Services Representative access operations, the coordinator provides customer service and administrative support, including appointment scheduling, patient check-in and check-out, collection and entry of demographic and insurance information, eligibility verification, payment processing, and reconciliation. The role also handles phone calls and messages, helps route and document calls according to priority, obtains insurance referrals and authorizations, maintains patient records and provider schedules, and performs related administrative tasks. Duties may include work with medical records under HIPAA guidelines and specific ED/Admissions tasks. The position works Tuesday through Saturday, 1:30 PM to 10:00 PM.

Requirements

High school diploma or GED required.
At least one year of experience in a customer service setting involving direct customer contact required.
Promote teamwork in support of CHOP’s mission and values.
Serve as a champion of CHOP ICARE values.
Excellent oral and written communication skills.
Good interpersonal skills and the ability to maintain confidentiality and professionalism.
Ability to prioritize and complete duties in a timely and organized manner.
Perform work according to CHOP policies and procedures, professional standards of care, and applicable laws.
Ability to work with or without supervision.
Support CHOP’s mission and safety goals and follow infection-prevention guidance, including hand hygiene.
Employees with patient-facing responsibilities or who work in patient-care buildings must receive an annual influenza vaccine as a condition of employment.

Nice To Haves

Associate’s degree preferred.
At least one year of customer service experience in a healthcare setting preferred.
At least one year of patient services representative experience involving healthcare, registration, physician billing, medical records, medical office work, or related customer service preferred.

Responsibilities

Welcome and engage patients, families, and visitors at CHOP entrance points and provide courteous, respectful service.
Maintain knowledge of the hospital and surrounding area and provide directions and navigation assistance.
Escort families to destinations, including units for direct admissions, and assist with luggage or other belongings as needed.
Orient families and visitors to the hospital and anticipated needs relevant to the assigned area.
Answer calls forwarded by the Operator and provide general hospital information or assistance with hospitality needs.
Check in and badge visitors at the Middleman Family Pavilion welcome desk and ED Security desk.
Maintain a visitor restriction file in coordination with the Security Department.
Notify appropriate departments promptly about conditions that may pose a risk to employees, patients, families, or visitors.
Cross-cover and perform related duties supporting the Division of Family and Visitor Services.
Schedule appointments; inform families of delays; address complaints and escalate concerns as appropriate.
Use EPIC to check patients in and out and enter demographic and insurance information accurately; run daily eligibility verifications.
Collect and process payments, reconcile daily services, and create or obtain insurance referrals and authorizations.
Answer and document phone calls and messages, check voicemails, and provide appropriate information courteously.
Screen and prioritize calls for triage, route calls to appropriate queues or clinical staff, document CHOP home care calls, and contact on-call providers as appropriate.
Communicate shift updates, including changes in on-call providers, and raise concerns or improvement ideas to the Nursing Supervisor or Manager.
Sort and deliver mail, faxes, medical records, and correspondence; photocopy and fax documents.
Participate in team huddles and meetings.
Maintain patient records, provider templates, and daily schedules in accordance with HIPAA guidelines.
Periodically round to inform patients about delays.
Complete necessary billing work queues, EPIC pools, and other reports.
Perform assigned ED/Admissions tasks, which may include SART paperwork processing, Nurse Call communications, Trauma B-line, and arrivals.
Follow CHOP policies, professional standards, applicable laws, infection-prevention guidance, and safety measures.