Family, Visitor and Patient Services Coordinator

Children's Hospital of Philadelphia•King of Prussia, PA

9d•$21 - $26

About The Position

Family, Visitor and Patient Services Coordinators welcome and assist families at CHOP entrance points and support the Division of Family and Visitor Services. They greet, guide, and escort patients and families, help with luggage and other items, provide hospital and surrounding-area information, and assist families as they arrive and depart. The role also includes visitor check-in and badging, maintaining visitor-restriction information in coordination with Security, communicating potential safety risks, and covering related duties as needed. The Patient Services Representative portion of the role provides customer service and administrative support to patients and families. Duties include scheduling appointments, checking patients in and out, entering and verifying demographic and insurance information, collecting and reconciling payments, securing referrals and authorizations, answering and triaging calls, maintaining patient records and provider schedules, and handling correspondence and other administrative tasks. Employees follow applicable CHOP policies, professional standards, laws, and HIPAA requirements. The posted schedule is Tuesday through Saturday, 1:30 PM to 10:00 PM. Patient-facing employees working in patient care buildings must receive an annual influenza vaccine as a condition of employment.

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.
Patient-facing employees working 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

Greet and engage families and visitors as a first point of contact at CHOP.
Maintain knowledge of the hospital and surrounding area and provide navigation assistance.
Escort families to destinations, including for direct admissions, and assist with luggage or other items.
Orient families and visitors to the hospital and their assigned area's anticipated needs.
Answer calls forwarded by the Operator for general hospital information or hospitality needs.
Check in and badge visitors at the Middleman Family Pavilion welcome desk and ED Security desk.
Maintain a visitor restriction file in conjunction with the Security Department.
Notify appropriate departments promptly about conditions that may pose risks to employees, patients, families, or visitors.
Cross-cover and perform related duties supporting the Division of Family and Visitor Services.
Provide respectful customer service, schedule appointments, inform families of delays, address complaints, and escalate concerns as needed.
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 required insurance referrals and authorizations.
Answer and document calls and messages, check voicemails, and provide appropriate information to callers.
Screen and prioritize calls for triage, route calls appropriately, document home-care calls, and contact or distribute calls to on-call providers as needed.
Communicate shift updates, including changes in on-call providers, and share concerns or improvement ideas with 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.
Round periodically to inform patients about delays.
Complete required billing work queues, EPIC pools, and other reports.
Perform assigned ED and admissions tasks, including SART paperwork processing, Nurse Call communications, Trauma B-line, and arrivals.
Follow CHOP policies and procedures, applicable laws, infection-prevention guidance, and hand-hygiene requirements.