Patient Service Representative/ Office Hours Nurse Triage Program

A Brief Overview

The PSR is responsible for call intake in this remote call center role for Primary Care. This role receives and documents calls from families calling into the Primary Care offices with sick children, seeking guidance and/or a sick appointment. Responsibilities include documentation and prioritization of patient sick calls, scheduling of recently triaged sick calls and coordination with RN team and practice teams to ensure that the patients receive safe and timely care.

This position is part time 20 hours per week, 4-5 mornings per week with one Saturday morning per pay period. Additional hours may be available based on staffing and call volumes.

Seeking highly accountable persons comfortably working independently in a remote call center environment.

Preferred experience includes Epic electronic health record and pediatric primary care experience.

This is a part-time 20 hours/week- 4- 5-hour mornings with start times between 8 and 9. Will work 1 Saturday 8-12noon a pay period and be removed those hours during that week. May be opportunity to pick up extra time as needed

Foster a welcoming, respectful experience for patients and families as a Patient Services Representative (PSR) at CHOP.

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.

Responsibilities

• Greet visitors and provide efficient support services.

• Perform EPIC software functions, including patient check-in, check-out, demographic and insurance information collection, and daily eligibility verifications.

• Answer and triage phone calls, verify contact information, and document messages.

• Schedule appointments, inform families of delays, and address or escalate complaints.

• Collect and process payments, reimbursements, and insurance referrals.

• Provide updates during shifts and team meetings (i.e., changes in on-call providers).

• Maintain patient records while following HIPAA guidelines.

• Perform administrative tasks (mail, faxes, photocopies, etc.).

• Rotate shifts (if located in a unit where 24/7 coverage is needed).

• If assigned to Emergency Department Admissions, tasks will also include SART paperwork processing, Nurse Call communications, and Trauma B-line.

• Foster a welcoming, respectful experience for patients and families as a Patient Services Representative (PSR) at CHOP.

• Perform EPIC software functions, including creation and routing of telephone encounters, verifying patient demographics and pharmacy detail

• Answer and triage phone calls, verify contact information, and document messages.

• Schedule appointments, inform families of delays, and address or escalate complaints.

• Maintain patient records while following HIPAA guidelines.

Education

• Required: High school diploma/GED

Experience

• At least one (1) year experience in a role that consisted of health care support services, registration, physician billing, medical records, medical office work, and/or customer servicePreferred

• At least one (1) year of clerical experience in the healthcare industry Preferred

• At least one (1) year of Epic experience Preferred

• At least one (1) year of Primary Care experience Preferred

• A Strong customer service skills Preferred

Skills and Abilities

• Excellent verbal and written communication skills

• Strong interpersonal skills

• Ability to maintain confidentiality and professionalism