Patient Services Representative - Buerger Center

Children's Hospital of Philadelphia; Philadelphia (Philadelphia County); On-site; USD 29,000 - 36,000; Full time

Job summary

Children’s Hospital of Philadelphia seeks a Patient Services Representative (PSR) to welcome families, schedule and register appointments, and ensure accurate financial clearance across the care delivery pathway. You will collaborate with clinical and operations teams to provide a seamless entry into the healthcare system and uphold HIPAA and documentation standards.

Location: CHOP Buerger Center Ambulatory Care; Full-Time schedule with Monday–Friday, 11AM–7:30PM and rotating weekends.

Qualifications

• Strong verbal and written communication skills are required.
• Ability to maintain confidentiality and professionalism in all interactions.
• Customer service experience in healthcare settings is preferred.

Responsibilities

• Provide welcoming, prompt, and respectful customer service, including scheduling and registering appointments.
• Perform PARC EPIC functions and daily eligibility verifications.
• Reconcile daily services, including collection and processing of payments, reimbursements, and insurance referrals/authorizations.
• Answer phones promptly and verify/document contact information; provide courteous information to callers.
• Communicate with patients and families in line with CHOP's iCARE values.
• Escalate workflow or family issues as appropriate and provide Family Relations contact information when needed.
• Assist families with MyCHOP activation and portal troubleshooting; encourage pre-check to speed check-in.
• Perform administrative tasks (mail/faxes/records), scan/upload documents, and safeguard PHI.
• Maintain patient records and daily schedules in accordance with CHOP policies and HIPAA standards.
• Participate in team huddles and meetings; keep workspaces organized and waiting areas tidy.
• Complete work queues and daily reports; monitor key performance metrics to ensure targets are met.
• PSRs may rotate to other sites; hours/locations may vary and shifts may be needed.

Skills

Verbal communication

Written communication

Confidentiality

Education

High School Diploma/GED

Job description

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.

SHIFT: Any (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

PSRs serve as the operational gateway to care delivery, helping ensure patients and families experience a seamless, informed, and compassionate entry into the healthcare system while supporting access and overall financial integrity. PSRs are responsible for supporting patient access, registration accuracy, financial clearance, and service excellence. This role plays a critical part in patient experience, operational flow, and revenue integrity across the organization. Team members serve as trusted guides for patients and families while partnering closely with clinical and operational teams to ensure efficient, accurate, and compassionate service delivery. Other duties, administrative support, and projects as required.

Location: CHOP Buerger Center Ambulatory Care

Address: 3500 Civic Center Blvd, Philadelphia, PA 1910

Work Schedule: (Full-Time)

• Monday - Friday 11AM - 7:30PM
• Rotating weekends

What You Will Do

• Provide welcoming, prompt, and respectful customer service, which includes scheduling and registering appointments, informing of delays, addressing family complaints, and escalating complaints as necessary.
• Perform PARC (PATIENT ACCESS & REVENUE CYCLE) EPIC functions while ensuring accuracy, and run daily eligibility verifications, following organization access and intake standards.
• Reconciliation of daily services to include collection and processing of payments received, reimbursements, creating and/or obtaining insurance referrals and authorizations needed. Communicate financial responsibility to patients/families.
• For sites responsible for incoming/outbound calls: Answer phones promptly with minimal downtime between calls, monitor call service levels, accurately verify and document contact information and messages, and provide appropriate information to callers as warranted. Communicate in a courteous, caring manner to all customers as needed. Check voicemails if applicable for your site.
• Communicate with patients and families in accordance with CHOP's iCARE values.
• Escalate workflow issues and family issues as appropriate. Provide Family Relations contact information to families if needed.
• Offer and support families with MyCHOP activation for enrollment and troubleshooting of the portal. Encourage utilization of pre-check to support efficient and prompt check-in.
• Perform administrative tasks as assigned such as sorting and delivering mail, faxes (RightFax), medical records, and other correspondence; and photocopying and faxing documents. Scan, upload, and route documents accurately while safeguarding PHI.
• Daily maintenance of patient records and daily schedules while adhering to CHOP policy and procedure, and upholding all HIPAA and documentation standards.
• Actively participate in team huddles and meetings.
• Clean and maintain an organized workspace and ensure that waiting areas are kept tidy as needed.
• Completion of necessary work queues as assigned and various other daily reports.
• Maintain and monitor key performance metrics to ensure goals are met, resources are used effectively, and operational performance is consistently achieved.
• PSRs may need to cover and rotate to other sites and locations. Location and hours may vary. If shifts or staffing needs are available at other locations, PSRs will be asked to support and cover open shifts as needed.

Education Qualifications

• High School Diploma/GED Required

Experience Qualifications

• 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

Skills And Abilities

• Good verbal and written communications skills. (Required proficiency)
• Good interpersonal skills. (Required proficiency)
• Ability to maintain confidentiality and professionalism (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.

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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. 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.