Patient Service Representative - King of Prussia

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

7d•$21 - $26•Onsite

About The Position

The Patient Services Representative provides welcoming, prompt, and respectful service to patients and families at CHOP King of Prussia Hospital. The role includes greeting patients and families; collecting and entering demographic and insurance information; collecting payments and reconciling daily services; scheduling appointments; answering phones; and obtaining insurance referrals and authorizations as required. The representative may also work with medical records and must follow HIPAA guidelines. Additional administrative support and project work may be required. The role includes EPIC check-in and check-out functions, eligibility verification, payment processing, phone and voicemail management, and call screening and triage according to established priorities. Representatives communicate with patients, families, providers, and nursing leadership; maintain patient records, provider templates, and schedules; handle correspondence and administrative tasks; and participate in team huddles and meetings. Depending on the assigned area, duties may include ED/admissions tasks such as SART paperwork, Nurse Call communications, Trauma B-line, and arrivals. In areas requiring 24/7 coverage, shifts may rotate.

Requirements

High school diploma or GED.
Good verbal and written communication skills.
Good interpersonal skills.
Ability to maintain confidentiality and professionalism.

Nice To Haves

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 patients and families and provide welcoming, prompt, 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 insurance eligibility verifications.
Reconcile daily services, collect and process payments and reimbursements, and create or obtain required insurance referrals and authorizations.
Answer calls promptly, verify and document contact information and messages, provide appropriate information, and check voicemails.
Screen and prioritize calls using the high-priority list and critical thinking; direct calls to the nurse backline, high-priority queue, or regular queue as appropriate.
Triage and document CHOP home care calls; contact on-call providers when requested by emergency departments, home care nurses, physicians, or parents; and assist with distributing calls to on-call providers when needed.
Seek resources to support safe, high-quality telephone triage and customer service.
Communicate shift updates, including changes in on-call providers and office sign-outs, and communicate concerns and improvement ideas to the Nursing Supervisor or Manager.
Sort and deliver mail, faxes, medical records, and other correspondence; photocopy and fax documents.
Participate in team huddles and meetings.
Maintain patient records, provider templates, and daily schedules while following HIPAA guidelines.
Periodically round to inform patients of delays.
Complete billing work queues, EPIC pools, and various reports.
Rotate shifts when assigned to an area requiring 24/7 coverage.
Complete assigned ED/admissions tasks, including SART paperwork processing, Nurse Call communications, Trauma B-line, and arrivals.