Access Coordinator I - Division of Otolaryngology (Internal Hiring Practices Required)

Children's Hospital of Philadelphia; Worcester (MA); On-site; USD 35,000 - 44,000; Full time

Job summary

Children’s Hospital of Philadelphia (CHOP) is seeking a patient access coordinator to manage calls, schedule appointments, and coordinate care for families. The position emphasizes exceptional customer service, accurate data entry, and collaboration with multiple providers across CHOP campuses.

The ideal candidate will have strong communication skills, high organization, and experience in a healthcare scheduling environment, with proficiency in Epic and insurance verification.

Qualifications

• High School Diploma or GED required.
• Bachelor’s degree preferred.
• Experience in healthcare scheduling is highly desired.

Responsibilities

• Answer referral calls and respond to scheduling requests.
• Complete intake interviews to gather demographics and insurance details.
• Coordinate appointment scheduling with department schedulers.
• Provide outstanding customer service to patients, families, and providers.
• Cross-cover other access coordinators when needed.

Skills

Customer service

Phone etiquette

Interpersonal skills

Conflict resolution

Insurance verification

Scheduling expertise

Team collaboration

Education

High School Diploma/GED

Bachelor’s Degree

Tools

Epic knowledge

Job description

SHIFT:

Day (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.

A Brief Overview

This position serves as the single point of contact for patients and their families and must strive to meet the benchmark of “one call does it all.” Responsibilities include: fielding phone calls and in person patient scheduling requests, monitoring and processing all online requests from patients/families, follow up appointments, second opinions, and tracking internal and external referral sources. Must be able to handle complex scheduling with multiple providers located at Philadelphia campus and/or community Specialty Care locations. Required to assist patient/family with obtaining all clinical information and records needed for initial visit and diagnostic work up prior to initial visit. Must be proficient in EPIC and enter accurate patient demographics, including verification of insurance coverages for patient. This position will also provide cross coverage for other access coordinators within department when needed.

What you will do

• Answer referral calls from physicians and families, respond to orders and in person scheduling requests
• Completes intake interview with family or referring physician to gather required information regarding patient demographics and insurances. Coordinates with all appropriate resources to schedule appointments, procedures, and coordination of complex care.
• Inform referring physician and/or family about next steps and what is required for visit to CHOP
• Coordinates appointment scheduling with access schedulers as needed based on department scheduling guidelines.
• Demonstrates and delivers excellent customer service to all (providers, hospital staff, families, and patients).
• Other tasks as required by Supervisor and/or Manager

About the Position

This position will answer phone calls and schedule appointments 100% of the time, similar to a call center. The ideal candidate will have exceptional customer service skills and strong empathy when addressing patient and family needs.

Education Qualifications

• High School Diploma/GED - Required
• Bachelor’s Degree - Preferred

Experience Qualifications

• Previous work in a healthcare environment, complex scheduling experience - Required and
• At least three (3) years scheduling experience - Required
• At least five (5) years related experience in a healthcare setting; Experience with database maintenance - Preferred

Skills and Abilities

• Individual must be organized, dependable, and able to make independent judgments (Required proficiency)
• Excellent telephone and written communication skills (Required proficiency)
• Proficiency in computer skills; preferred Epic knowledge (Required proficiency)
• High level of interpersonal skills (Required proficiency)
• Ability to diffuse high stress situations and conflict resolution (Required proficiency)
• Requires high commitment to customer service (Required proficiency)
• Excellent knowledge of insurance verification/ authorization processes. (Required proficiency)
• Experience with complex scheduling (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.

EEO / VEVRAA Federal Contractor | Tobacco Statement

SALARY RANGE

$25.50 - $31.85 Hourly

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

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. for more information regarding CHOP’s Compensation and Benefits.