Patient Services Rep II-Administration surgery

Nemours Children's Health•Wilmington, DE

21h

About The Position

Nemours is seeking a Patient Service Representative II to provide service excellence to patients and families by completing business processes associated with outpatient visits. The role prepares patients and families for appointments efficiently and on time, verifies demographic and financial information, and monitors the waiting room and work environment to support patient safety and high service levels. The representative participates in continuous quality, performance, and service improvement programs and works with department management using a team-based approach. Responsibilities include preparing for appointments, confirming visits, verifying authorizations and referrals, completing check-in and check-out processes, collecting payments, scheduling follow-up appointments, supporting MyNemours sign-ups, communicating appointment status to clinical staff and families, and reconciling daily collections. The role also maintains computer and electronic-system competency, completes assigned work queues and end-of-day reports, keeps supplies and work areas orderly, and may perform phone and clerical duties as assigned. The representative collaborates with the clinical team to route correspondence and clinical results to the appropriate team member. Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. It operates across six states through two freestanding children's hospitals, more than 80 primary, urgent, and specialty care practices, and more than 40 hospital partnerships. The nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Its Whole Child Health approach focuses on prevention and treatment, partnering with communities to help every child thrive. Nemours is committed to culturally relevant care, reducing health disparities, and fostering an inclusive environment where associates, patients, and families feel supported and valued.

Requirements

High school diploma or equivalent.
A minimum of 3–6 months of job-related experience.
Computer and typing skills.
Maintain patient confidentiality and comply with HIPAA requirements.

Nice To Haves

Clerical experience in a physician's office.
EPIC experience.

Responsibilities

Greet and communicate with patients and families at the start of outpatient visits and at each interaction using the AIDET protocol.
Complete outpatient appointment business processes before and during appointment check-in, visits, and check-out, according to location-specific procedures.
Prepare for scheduled patient visits up to 48 hours before appointments using established protocols.
Make confirmation calls not completed by Televox and ensure visits are confirmed according to department protocols.
Confirm authorizations and collect referrals; notify the Pre-Registration and Authorization Department about same-day appointments as necessary, and fax hard-copy referrals to the PRAG department within 24 hours of receipt.
At check-in, verify patient demographics and identity using two approved identifiers, confirm legal guardianship and referral information as applicable, prepare or collect required consents and documents, scan insurance cards and other documents, and collect and post co-pays and past-due balances.
Achieve a registration accuracy percentage of at least 95%.
Schedule follow-up appointments, using iGuide to determine participation when appropriate.
Support MyNemours sign-ups and facilitate activations.
Communicate with clinical staff about the status of waiting patients, particularly those waiting more than ten minutes, and provide patients and families with appointment status updates using AIDET principles.
Contact the manager about problem situations or when service recovery is needed.
Reconcile payment collections at the end of each shift according to the Cash Collections Policy and complete end-of-day reports, including DCRF and LDCRS.
Complete assigned work queues daily.
Maintain competency in computer and electronic-system processes, including scheduling, cancellations, clinical order entry, iGuide, end-of-day status changes, work queue processing, linking referrals, posting other payments, scanning, and electronic insurance verification.
Maintain clerical-supply inventory and keep the work environment and outpatient waiting room orderly and clean to support patient safety and security.
Perform other duties assigned by a manager or supervisor, which may include phone coverage, ACD call scheduling, in-basket maintenance, recalls, waitlist scheduling, post-inpatient-discharge follow-up calls, and clinic cancellations.
Collaborate with the clinical team by opening, sorting, and routing correspondence, laboratory and imaging results, procedures, and consultations to the appropriate team member for patient communication.