Patient Services Representative - Buerger Center
About The Position
Patient Services Representatives (PSRs) support patient access, registration accuracy, financial clearance, and service excellence at CHOP’s Buerger Center Ambulatory Care. They help patients and families enter the healthcare system seamlessly and compassionately, supporting patient experience, operational flow, and revenue integrity while partnering with clinical and operational teams. The role also includes administrative support and other duties or projects as required. This is a full-time position with a Monday–Friday schedule of 11:00 a.m.–7:30 p.m. and rotating weekends. PSRs may be asked to cover other sites and locations, where location and hours may vary according to staffing needs.
Requirements
- High school diploma or GED.
- Good verbal and written communication skills.
- Good interpersonal skills.
- Ability to maintain confidentiality and professionalism.
- Patient-facing employees must receive an annual influenza vaccine as a condition of employment.
Nice To Haves
- At least one year of Patient Services Representative experience in a role involving healthcare, registration, physician billing, medical records, medical office work, or related customer service.
Responsibilities
- Provide welcoming, prompt, and respectful customer service; schedule and register appointments, inform families of delays, address complaints, and escalate complaints when necessary.
- Perform PARC (Patient Access & Revenue Cycle) EPIC functions accurately and run daily eligibility verifications in accordance with organizational access and intake standards.
- Reconcile daily services, collect and process payments and reimbursements, create or obtain required insurance referrals and authorizations, and communicate financial responsibility to patients and families.
- At sites handling calls, answer phones promptly, monitor service levels, verify and document contact information and messages, provide appropriate caller information, communicate courteously, and check voicemails when applicable.
- Communicate with patients and families in accordance with CHOP’s iCARE values.
- Escalate workflow and family issues as appropriate and provide Family Relations contact information when needed.
- Support families with MyCHOP activation and portal troubleshooting, and encourage use of pre-check to promote efficient check-in.
- Perform assigned administrative tasks, including sorting and delivering mail, faxes, medical records, and correspondence; photocopying and faxing documents; and accurately scanning, uploading, and routing documents while safeguarding protected health information.
- Maintain patient records and daily schedules in accordance with CHOP policies, procedures, HIPAA, and documentation standards.
- Participate actively in team huddles and meetings.
- Keep the workspace organized and waiting areas tidy as needed.
- Complete assigned work queues and daily reports.
- Monitor key performance metrics to meet goals, use resources effectively, and sustain operational performance.
- Cover and rotate to other sites and locations as needed, including supporting open shifts.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
