Location: LOC_HOME-Home/Remote Office Location
Req ID: 162992
Shift: Days
Employment Status: Regular - Full Time
About Us
We're seeking breakthrough makers! Children's Hospital of Philadelphia was built on the belief that we can change lives. Today, in every role throughout our hospital, research institute and care network, the 22,000 members of our workforce are finding new ways – big and small – to make a difference for the patients and families we serve.
If you are ready to challenge yourself, be inspired and grow – no matter what your role – you just may be the kind of breakthrough maker who will thrive at CHOP.
Job Summary
This position requires professional phone skills, independent thinking and advanced scheduling/registration techniques. The Access Services Specialist will plan, coordinate, schedule and register outpatient appointments and procedures to optimize patient flow for designated area of responsibility. Appointments will be scheduled in an efficient and timely manner by answering telephone calls on the ACD line, screening calls and taking messages. The scheduling duties will involve coordinating and scheduling outpatient appointments as well as procedures (depending on the the scheduling area). Registration duties will involve verifying and updating patient demographics, referring physician and insurance information. Other responsibilities include verifying insurance eligibility as well as providing co-payment/payment requirements.
Job Responsibilities
1. Support and provide superior service via phones, email and faxes as a receiver and caller, while maintaining department quality and production standards.
- 95% accuracy rate on all incoming and outgoing calls, emails and faxes
- 95% accuracy rate on all registration fields
- Total of 7.0 productive hours as evidenced in the combined total of Average Skill Set Talk Time, Average Wait Time, and Call Work Codes
- Consistently contribute to team goal of answering 90% of incoming calls within 30 second
- Takes a minimum of 60 incoming calls per 8 hour shift
- Follows guidelines of schedule adherence
Job Responsibilities (Continued)
2. Coordinate and schedule patient appointments according to department's policies and procedures, in a timely and effective manner.
- Demonstrates a solid understanding of appointment templates for 2 divisions
- Understands complexities of division and displays excellent customer service when working with internal customers.
- Consistently offers wait list as an option when appropriate and utilizes wait list to fill appointment slots.
3. Obtains all necessary appointment information and assures patients are scheduled appropriately for evaluation and/or testing, checking with clinical staff when necessary for guidance.
- Understands and displays competency on Passport, Navinet and Uniter Community Health Systems
- Secures the financial integrity of each account to maximize reimbursement.
- Gathers and updates all patient information and completes a full registration.
- Refers patients to financial counselor if they are self pay or need further financial counseling.
Job Responsibilities (Continued)
4. . Conducts a structured, focused interview with the patient, referring M.D. or referring PCP to gather information regarding the identified patient.
- Demonstrates solid customer service skills.
- Consistently demonstrates the CHOP values in working with families
- Obtain and document referrals, authorizations and pre-certifications.
- Ensures standard opening and close of call is consistent with department guidelines.
5. Follows hospital and department procedures and policies.
- Attends mandatory staff meetings.
- Participates and contributes to team projects.
Works collaboratively with team members to meet team goals.
Required Licenses, Certifications, Registrations
None
Required Education and Experience
Required Education: High school diploma/GED required
Required Experience: Minimum three (3) years of previous experience required
Preferred Education, Experience & Cert/Lic
Preferred Education: Bachelor's degree
Preferred Experience: Previous call center, medical insurance, and medical terminology experience
Additional Technical Requirements
- Strong customer service experience required.
To carry out its mission, it is of critical importance for the Children's Hospital of Philadelphia (CHOP) to keep our patients, families and workforce safe and healthy and to support the health of our global community. In keeping with this, CHOP has mandated all workforce members on site at any CHOP location for any portion of their time be vaccinated for COVID-19. This mandate also applies to workforce members performing work for CHOP at non-CHOP locations. The CHOP COVID-19 vaccine mandate is in alignment with applicable local, state and federal mandates.
CHOP also requires all workforce members who work in patient care buildings or who provide patient care to receive an annual influenza vaccine. Employees may request exemption consideration for CHOP vaccine requirements for valid religious and medical reasons.
Please note start dates may be delayed until candidates are fully immunized or valid exemption requests are reviewed. In addition, candidates other than those in positions with regularly scheduled hours in New Jersey, must attest to not using tobacco products.
EEO / VEVRAA Federal Contractor
Company:Children's Hospital of PhiladelphiaLocation:Philadelphia PA USJob Types:Full TimePost Date:March 14, 2022Valid Through:April 14, 2022Est. Salary:USD 9 - 11 / HOUR