SHIFT:

Seeking Breakthrough Makers

The ideal candidate is someone with excellent customer service experience and excellent patient care skills!

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP's Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.

We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.


A Brief Overview
The Patient Service and Staffing Associate provides routine and complex scheduling services to patients, families and providers for Center departments and programs. This individual serves as a template editor, back-up template builder, and trainer for CCC support staff on technical support systems related to scheduling and registration. The patient Service and Staffing Associate is responsible for registering, including collecting demographics, insurance information, and any other duties necessary to provide efficient, timely registrations to the patients and families of CHOP, including coordinating and triaging multiple walk-in patient visits and assuring appropriate provider staffing via template builds and in-the-moment coordination.

This job includes scheduling patient appointments, triaging all patients, ability to manage high volume patient calls, template building in Epic, including stationed at the check-in/check-out desk.

What you will do

• Serves as a primary Epic template editor and back-up template builder for the services and programs of the Center
• Ensures appropriate schedule coordination among the Center and partner providers to optimize patient care accessibility across 10 locations and 100+ providers
• Assists the supervisor and clinical manager in identifying coverage for patient appointments in the event of planned and unplanned provider absences by recommending coverage plans and independently adjusting provider schedules and contacting families to convey schedule changes, as necessary
• Responsible for the coordination of the flow of patients accessing the services of the Center for Childhood Communication
• Coordinates scheduled patient arrivals, as well as arrivals from inpatient units and outpatient clinics to ensure seamless patient service delivery through the Center
• Registers patients, as necessary, verifying all required information, ensuring accurate demographic and complete payer information, including referrals or authorizations, when needed.
• Responds to patient and family issues and requests and scheduling errors to ensure immediate resolution
• Ensures timely and efficient patient check-out process, including conveying any follow-up instructions and scheduling follow-up appointments
• Assists the supervisor, as assigned
• Assists with audits by running, reviewing and presenting reports (e.g., work flow, no-show, late cancellation, etc.) to Center leadership with recommendations for solutions as appropriate
• Serves as the primary technical trainer for all new hires and when new patient access processes are introduced, with a goal of optimizing systems use
• Provides coverage as needed across all aspects of support services in the case of call-outs and absences, including office coordinator support, scheduling, and minimal financial counseling (as appropriate)
• Schedules patients, as needed, responding to multiple incoming request mechanisms
• Answers, screens and responds to incoming telephone calls to the primary Center phone line
• Routes calls to the appropriate parties, including those with clinical questions
• Takes and distributes messages promptly
• Responds to messages left on voicemail within the same day, or during the next business day if the message is left after 3:00 PM
• Ensures that confirmation calls are made daily (for those appointments not covered by automated appointment reminder software)

Education Qualifications

• High School Diploma / GED Required
• Associate's Degree Business Preferred

Experience Qualifications

• At least three (3) years of related professional experience. Required
• Previous customer service background Required
• Strong Epic experience Preferred
• At least one (1) year experience template building in Epic Preferred
• At least one (1) year experience work experience in a clinic, hospital, doctor's office Preferred
• Strong background in customer service Preferred
• Background managing work queues preferred

Skills and Abilities

• Scheduling training (CHOP) required within 1 month of employment
• Registration Essentials (CHOP) required within 2 months of employment
• Provider template editing training within 3 months of employment
• Provider template building training within 6 months of employment
• Ability to schedule and register patients rapidly and accurately.
• Excellent communication skills and demonstrated organizational skills.
• Must be able to communicate courteously with patients, families and staff.
• Excellent data entry skills.
• Must demonstrate professionalism.
• Willingness to exercise judgment and independence.
• Ability to complete multiple tasks and work under pressure.
• Ability to maintain confidentiality of patient information.

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must be fully vaccinated against COVID-19 and receive an annual influenza vaccine. Learn more.

Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.

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