Operations Support Associate (Business Operations)

Children’s Hospital of Philadelphia•Philadelphia, PA

2d•$21 - $26•Hybrid

About The Position

The Revenue Cycle Operations Coordinator manages and supports payor portal activities and related operational workflows. This role is responsible for maintaining portal access, onboarding new team members, troubleshooting portal and payment issues, and ensuring accurate and timely updates across systems such as Availity and Promise. The position also oversees the business operations email inbox, manages and resolves requests through ServiceNow ticketing, and communicates directly with payors when portal or payment issues arise, including outreach outside of internal systems. This role requires an independent, proactive, and highly organized individual who is energetic, engaging, and a collaborative team player. The ideal candidate is a self-starter with strong problem-solving skills, able to take initiative, manage multiple responsibilities, and ensure smooth day-to-day revenue cycle operations.

Requirements

High School Diploma / GED Required
At least one (1) year Operations, Customer Service or Support Services experience Required
HIPAA compliance standards (Required proficiency)
Basic Computer skills (Required proficiency)
Excellent oral and written communication skills (Required proficiency)
Microsoft Word / Excel (Required proficiency)
Effective communication, interpersonal skills, analytical skills, and problem solving skills. (Required proficiency)
Excellent organizational and time management skills. (Required proficiency)
Demonstrated customer service skills, customer focus abilities and the ability to understand Children’s Hospital of Philadelphia customer needs. (Required proficiency)
Ability to work cooperatively in a team environment. (Required proficiency)
Demonstrated effective interpersonal, verbal, and written communication skills. (Required proficiency)
Must pass math test at proficient level. (Required proficiency)
Must pass basic MS Word and Excel tests with 70% accuracy. (Required proficiency)
Must have 10-key by touch. (Required proficiency)
Demonstrated experience with multiple computer applications (Required proficiency)

Nice To Haves

Associate's Degree Preferred
Experience in Healthcare Collections Preferred
Experience in using commonly used electronic health records and healthcare revenue cycle financial management systems. (Preferred proficiency)

Responsibilities

Responsible for review and processing of Guarantor, Patient, and Third Party Communications handling of all mail and correspondence for the Business Office and Finance areas
Self-Pay Account Review and Servicing (phone/letter/email)
Handling of all mail and correspondence for the Business Office and Finance areas
Receives and works correspondence within department guidelines.
Records release and processing
Responsible for full comprehension of CHOP revenue cycle work design including registration, billing, payment posting, account receivable follow up, and compliance actions.
Demonstrates quality and effectiveness in work habits in every interaction with, colleagues, and leadership.
Provides training as assigned to new employees, as well as cross training.
Interfaces well with all levels of staff and management.
Meets established daily/weekly reasonable work expectation of productivity and quality requirements
Maintains all PHI in accordance with HIPPA, JACHO, third party contractual agreements along with CHOP policy and procedures.
Demonstrates behaviors that are consistent with CHOP’s organizational values of Integrity, Compassion, Accountability, Respect and Excellence (ICARE). Ensures work is performed, relationships are built, responsibility is assumed, and service delivered expresses the CHOP’s values through action.
Ability to communicate effectively and collaborate with teams across Patient Financial Services and other departments around operational efficiencies. Provide recommendations for corrective action to management team to ensure efficiency of the revenue cycle.
Reports safety hazards, accidents and incidents, and unsafe working conditions promptly.
Consistently supports compliance by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations.
Clerical support functions as needed, including other duties assigned within scope of responsibilities.
Accurately enter, update, and maintain data across multiple insurance payor portals
Verify information for completeness, accuracy, and compliance with payor requirements.
Maintain knowledge of current insurance rules and regulations
Contact payors to assist with portal setup, access, and issue resolution
Monitor and manage tickets related to payor portal requests and updates; follow up for additional information as needed
Maintain and manage the Business Operations team mailbox and ServiceNow ticket queue, ensuring timely responses and resolution of requests.
Identify trends or recurring issues and escalate to management when necessary
Communicate effectively and collaborate with teams across the organization
Perform other duties as assigned within the scope of responsibilities