Family, Visitor and Patient Services Coordinator

Family And Visitor Services CoordinatorChildren'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 PMAbout the JobFamily 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 ServicesWhat You Will DoHospitality EngagementServe as the first point of contact for families and visitors to CHOP including, but not limited to:Actively greeting and engaging families upon their arrivalMaintain knowledge of hospital and surrounding area to assist familiesProviding 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 CHOPOrients families and visitors to the hospital, including anticipated needs unique to families of assigned areaAnswers calls forwarded by the Operator for general hospital information or specific hospitality needs.
Daily OperationsCheck in/badge visitors at the Middleman Family Pavilion welcome desk and ED Security deskMaintain a visitor restriction file in conjunction with the Security DepartmentImmediately notifies appropriate departments of any conditions that may cause a risk to employees, patients, families and visitorsCross-cover as needed and perform other related duties as assigned to support the mission and operations of the Division of Family and Visitor ServicesPatient Services RepresentativeProvide 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 DoProvide 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