Access Coordinator NPS

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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
The Children's Hospital of Philadelphia (CHOP) National Patient Services (NPS) Access Coordinator serves as the primary contact for all domestic referrals at The Children's Hospital of Philadelphia. The NPS Access Coordinator may also serve as contact for international referrals when necessary. The NPS Access Coordinator supports families and coordinates medical appointments for new patients accessing care at CHOP. The NPS Access Coordinator is a front line ambassador representing CHOP to all referring families, physicians, embassies, governmental health authority's, foundations and insurance companies. Culturally sensitive understanding/knowledge and superior customer service is required to support this patient population.

This position works in collaboration with NPS Intake Coordinator, Nurse Coordinator, Nurse Supervisor, Business Manager, Financial Counselors, Language Services and Hospitality Team to ensure all aspects of the patients/families visit are coordinated and convenient.

Location: CHOP Roberts Center for Pediatric Research

Address: 2716 South Street, Philadelphia, PA 19146

Work Schedule: (Full-Time)

• Monday–Friday: 9:00 AM–5:30 PM

• First 90 days: 3–4 days per week onsite.

• After the 90-day introductory period: 1–2 days per week onsite.

What you will do

• Conducts an efficient, structured and focused interview to help assess the clinical needs of the requester
• Answers all phone calls and triages appropriately to domestic or international team.
• Maintains excellent customer service by providing a warm welcome to all families, enhancing the patient family experience.
• Serve as a resource person for CHOP staff when questions arise regarding patient services access information.
• Acts as a liaison between caller, physician, and office personnel to ensure a coordinated course of care for our families.
• Strong understanding of how this position helps support families to have a positive experience at CHOP.
• Coordinates interactions with ancillary services and payment entities of patients.
• Able to work independently, as well as a member of team, with excellent communication and interpersonal skills.
• Outstanding organizational skills and problem solving.
• Able to multitask in a fast paced environment.
• Responsible for the coordination of all scheduling requests
• Works closely with Financial Counselor to confirm financial clearance before appointments are scheduled.
• Initiates scheduling requests within a 24-hour period.
• Coordinates and secures all scheduling requests for families within 24 to 72-hour period.
• Sends appointment letter to family.
• Requests and schedules Language Services for families as needed.
• Connects family to Hospitality team for assistance with lodging and local transportation.
• Serves as the primary contact for payment and security entities
• Ensures that all patients are registered completely and correctly in Epic and Salesforce.
• Enters all patients and physician contact information EPIC in Salesforce.
• Knowledge of insurance verification and eligibility benefits.
• Uploads all authorizations and verification of benefits to EPIC and Salesforce.
• Provides supportive financial and employment letters to the families, if requested, before initial appointments.
• Provides additional access assistance to patients at the Children’s Hospital of Philadelphia
• Informs new family of assistance and support which will be provided by Access Coordinator during referral process.
• Works closely with the clinical team and family to confirm scheduled arrivals for upcoming week.
• Cancels or reschedules appointments as needed if family travel plans change.
• Works closely with Hospitality team to arrange housing and transportation for families.
• Work closely with Language Services, as needed, depending on preferred language of referral.
• Professional Development
• Participates in activities and organizations to maintain knowledge of current trends, practices and developments.
• Maintains and updates policies and procedures of Patient Access Program.
• Additional administrative tasks and duties shared by Access Coordinator team
• Updates Access Coordinator task list every 6 months or with staff changes
• Updates Departments Contact List timely with changes
• Updates DL lists as needed
• Checks Shared inbox throughout day and follows up independently on email inquiries
• Post Away message email to shared email when office closed
• Opens and distributes mail, prepares copies, faxes and other clerical tasks as assigned
• Assist with organizing New Employee Orientation and onboarding
• Maintains patient chart filing system
• Receives and distributes returned patient pathology slides
• Works closely with Communications team to support forwarding phones as needed

Education Qualifications

• Bachelor's Degree Required

Experience Qualifications

• At least two (2) years elated healthcare access experience Required
• Customer service background in an outpatient healthcare setting Preferred
• Customer service background in an outpatient healthcare setting Preferred
• working in hospital scheduling finance and or billing department. Preferred

Skills and Abilities

• Experience with current scheduling system
• Previous experience in complex clinical settings that required the coordination of multiple services
• Experience with Microsoft word and excel
• Fluency in secondary language is preferred.
• Medical terminology and comprehensive understanding of medical reports mandatory for work distribution.
• Ability to deal effectively with the parents, physicians and all levels of Hospital personnel.
• High level of interpersonal skills with excellent customer service and responsiveness.
• Ability to work with confidential information.
• Must be able to effectively manage work across multiple departments.
• Ability to work independently with minimal supervision and make administrative decisions.
• Excellent telephone listening and verbal communications skills.
• Superior customer service skills.

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.

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SALARY RANGE:

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.