Family, Visitor and Patient Services Coordinator

SHIFT:

Evening (United States of America)

Seeking Breakthrough Makers

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 does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

Work Schedule: Tuesday through Saturday, 1:30 PM - 10:00 PM

FVS Coordinator:

About the Job:

Family and Visitor Services Coordinators will serve as the first point of contact to welcome and assist families at the various entrance points to CHOP. They will promote a gracious welcome, a friendly demeanor, and a willingness to problem solve for, and assist patients and families. They will display active engagement with patients and families to direct or escort families to their destination, assist with carrying luggage and other items. They will also assist families on departure from the hospital and support the overall operations of the Division of Family and Visitor Services

What you will do:

Hospitality Engagement

• Serve as the first point of contact for families and visitors to CHOP including, but not limited to:

• Actively greeting and engaging families upon their arrival

• Maintain knowledge of hospital and surrounding area to assist families

• Providing navigation assistance within the CHOP facility to ease anxiety for patients, families and visitors.

• Escort families to their destinations if assistance is needed or for a Direct Admission to a unit.

• Ensure that patient experience is maximized by maintaining the highest level of service standards that are aligned with the expectations of CHOP

• Orients families and visitors to the hospital, including anticipated needs unique to families of assigned area

• Answers calls forwarded by the Operator for general hospital information or specific hospitality needs.

• Daily Operations

• Check in/badge visitors at the Middleman Family Pavilion welcome desk and ED Security desk

• Maintain a visitor restriction file in conjunction with the Security Department

• Immediately notifies appropriate departments of any conditions that may cause a risk to employees, patients, families and visitors

• Cross-cover as needed and perform other related duties as assigned to support the mission and operations of the Division of Family and Visitor Services

PSR Access Operations:

About the Job:

Provide basic purpose or primary function of the job: The Patient Services Representative is responsible for greeting patents and families, collecting & entering demographic and insurance information, collecting payments associated with services rendered and reconciliation of daily services. In addition, other duties necessary to facilitate efficient and timely services to patients and their families, such as scheduling appointments, answering phones, and obtaining appropriate insurance referrals and authorizations as needed per insurance guidelines. Responsibilities may include working with medical records, following HIPAA regulations. Other duties and administrative support and projects as required.

What you will do:

• Provide welcoming, prompt and respectful customer service which includes scheduling appointments, inform of delays, address family complaints and escalate as necessary.
• Perform EPIC functions such as check in, check out, enter demographic and insurance information while ensuring accuracy, run daily eligibility verifications.
• Reconciliation of daily services to include collection and processing of payments received, reimbursements, create and/or obtain insurance referrals and authorizations needed.
• Answer phones promptly with minimal downtime between calls, accurately verifies and documents contact information and messages, provides appropriate information to callers as warranted. Communicates in a courteous, caring manner to all customers as needed. Check voicemails.
• Call Management Screens callers' reasons for call by using the high priority list and critical thinking skills to prioritize calls to be triaged: backline to nurse, high priority in queue, or regular queue. Triages and documents CHOP home care calls. Contacts on call providers directly for calls from those requesting to speak to them, such as E.D.'s, home care nurses, other physicians, and parents. Assists in the distribution of calls to on call providers when the volume/staffing warrants it. Seeks resources to assist in decision making to ensure safe, high quality telephone triage and customer service as needed.
• Communicates and provides essential information updates during shifts such as change in on call providers and signing out by offices. Communicates concerns and ideas for improvement to the Nursing Supervisor/Manager as needed.
• Perform administrative tasks such as sort and deliver mail, faxes, medical records and other correspondence, photocopies, and faxes documents.
• Participate in team huddles and meetings.
• Daily maintenance of patient records and provider template and daily schedules while following HIPPA guidelines.
• Periodic rounding to inform patients of delays.
• Work necessary billing workques, EPIC pools and various other reports.
• If located in an area where 24/7 coverage is needed, will need to rotate shifts.
• ED/Admissions specific tasks as assigned include: SART paperwork processing, Nurse Call communications, Trauma B-line and arrivals.

Education:

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

Experience:

• At least one (1) year Experience in a customer service setting involving direct customer contact Required
• At least one (1) year Customer service experience in a healthcare setting Preferred
• At least one (1) year patient services representative experience in a role that consisted of health care, registration, physician billing, medical records, medical office work and relatable customer service. Preferred

Knowledge, Skills and Abilities:

• Promote teamwork to achieve CHOP's mission and values (Required proficiency)
• Able to serve as a champion of CHOP ICARE values (Required proficiency)
• Excellent oral and written communication skills. (Required proficiency)
• Good interpersonal skills. Ability to maintain confidentiality and professionalism
• Ability to prioritize and complete duties in a timely and organized manner (Required proficiency)
• Performs work according to CHOP policies and procedures, professional standards of care, and applicable laws (Required proficiency)
• Must work with or without supervision. (Required proficiency)
• Display support for CHOP mission and safety goals, abide by all measures of infection prevention guidance, including hand hygiene (Required proficiency)

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 receive an annual influenza vaccine. Learn more.

EEO / VEVRAA Federal Contractor | Tobacco Statement

SALARY RANGE:

$21.05 - $26.35 Hourly

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.