Patient Services Representative - South Philadelphia

Children's Hospital of Philadelphia•Philadelphia, PA

2d•$21 - $26•Onsite

About The Position

The Patient Services Representative provides welcoming and efficient administrative support to patients and families at CHOP Care Network – South Philadelphia. The role includes greeting patients, scheduling appointments, collecting and entering demographic and insurance information, processing payments, reconciling daily services, and obtaining insurance referrals and authorizations. It also supports telephone communications and call triage, patient records and provider schedules, billing work queues, and other administrative tasks while following HIPAA requirements. The position is full-time, with a rotating schedule that includes Monday through Thursday from 11:00 a.m. to 7:30 p.m., Friday from 7:45 a.m. to 4:15 p.m., and rotational Saturdays from 7:45 a.m. to 4:15 p.m.

Requirements

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

At least one year of patient services representative experience in healthcare, registration, physician billing, medical records, medical office work, or related customer service.

Responsibilities

Greet patients and families and provide prompt, respectful customer service, including scheduling appointments, communicating delays, addressing complaints, and escalating concerns as needed.
Perform EPIC check-in and check-out functions; enter accurate demographic and insurance information; and run daily eligibility verifications.
Reconcile daily services by collecting and processing payments and reimbursements and creating or obtaining required insurance referrals and authorizations.
Answer calls promptly, verify and document contact information and messages, provide appropriate information, and check voicemail.
Screen and prioritize callers using the high-priority list and critical thinking; route calls to nursing, priority or regular queues; triage and document CHOP home care calls; and contact or distribute calls to on-call providers as appropriate.
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 raise concerns or improvement ideas to the Nursing Supervisor or Manager.
Sort and deliver mail, faxes, medical records, and correspondence; photocopy and fax documents; and perform other administrative tasks.
Participate in team huddles and meetings.
Maintain patient records, provider templates, and daily schedules in accordance with HIPAA guidelines.
Complete necessary billing work queues, EPIC pools, and other reports.
Periodically round to inform patients of delays.
Rotate shifts if assigned to an area requiring 24/7 coverage.
Complete assigned ED/Admissions-specific duties, which may include SART paperwork processing, Nurse Call communications, Trauma B-line, and arrivals.