Patient Services Representative - Salem Road
About The Position
The Patient Services Representative provides administrative and customer service support to patients and families. The role includes greeting patients, collecting and entering demographic and insurance information, collecting payments, reconciling daily services, scheduling appointments, answering phones, and obtaining insurance referrals and authorizations. The representative may also work with medical records and must follow HIPAA regulations. Additional administrative support and project duties may be assigned. The position is based at CHOP Care Network Salem Road, 2006 Salem Rd, Burlington, NJ 08016. The schedule is Monday through Thursday, 9:30 AM to 8:00 PM, with one to two Saturday shifts per month. Some travel is required. Employees in areas requiring 24/7 coverage may need to rotate shifts.
Requirements
- High school diploma or GED.
- Good verbal and written communication skills.
- Good interpersonal skills.
- Ability to maintain confidentiality and professionalism.
- Receive an annual influenza vaccine if working in patient care buildings or in a patient-facing role.
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
- Provide welcoming, prompt, and respectful customer service, including scheduling appointments, informing families of delays, addressing complaints, and escalating concerns as needed.
- Perform EPIC check-in and check-out functions, enter demographic and insurance information accurately, and run daily eligibility verifications.
- Reconcile daily services, collect and process payments and reimbursements, and create or obtain necessary insurance referrals and authorizations.
- Answer calls promptly, verify and document contact information and messages, provide appropriate information, and check voicemails.
- Screen and prioritize callers using the high-priority list and critical thinking; route calls to nurses or queues, triage and document CHOP home care calls, and contact on-call providers as appropriate.
- Assist with distributing calls to on-call providers when volume or staffing requires it, and 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.
- 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 necessary billing work queues, EPIC pools, and other reports.
- Rotate shifts if located in an area requiring 24/7 coverage.
- Complete assigned ED/Admissions tasks, which may include SART paperwork processing, Nurse Call communications, Trauma B-line, and arrivals.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
