- Bachelors preferred.
- High school diploma or equivalent required.
- Minimum of 5 years of related experience required; customer service background in an outpatient healthcare setting preferred.
- Experience with scheduling system required.
- Knowledge of Microsoft Office preferred.
- Excellent screening skills to determine when families have acute needs; ability to consult clinical colleagues for guidance.
- Position involves intensive contact with families and professionals, particularly by telephones, which requires a pleasant telephone manner and ability to respond to complex and pressured situations efficiently and accurately.
- High level of interpersonal skills with excellent customer service and responsiveness.
- Strong and empathetic listening skills.
- Ability to learn/understand/communicate insurance issues when relevant.
- Strong communication skills. Ability to clearly explain scheduling options to families and providers.
- Strong collaboration and teamwork skills.
- Attention to detail and strong organizational skills.
- Ability to handle confidential materials and matters.
All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.
- Child Abuse Clearances
- FBI Fingerprint Clearance
- Drug Screening
Under the supervision of the outpatient nurse manager, the outpatient clinic coordinator is responsible for providing access and appointment scheduling in the outpatient clinic area for the Division of Gastroenterology, Hepatology, and Nutrition. This person will partner with the Access Center and divisional providers to ensure that patients' and families' scheduling needs are met as well as to ensure that they have all the necessary information needed for their appointment. This person will also provide customer service to internal and external referring providers.
1. Coordinate second opinion intake process for the Division.
2. Serve as main point of contact for referring physicians and internal subspecialists.
- Receive second opinion calls from the access center and complete EPIC intake according to divisional guidelines.
- Communicate with referring providers and families to ensure all pertinent records are received, collated and distributed to the clinical team for their weekly review.
- Contact families to obtain any missing records and schedule appointment as directed.
3. Ensure ease of new patient access.
- Answer and process calls from the referring physician phone line appropriately.
- Work with nurse manager to identify and complete expedited appointments.
- Respond to divisional referring physician email address.
- Act as a liaison among callers, providers and office personnel to ensure coordinated course of care; i.e. triage or appointment scheduling.
- Serve as a resource person for other staff when questions arise regarding physician referral information.
- Act as liaison to support access and care coordination with other disciplines (ex. multidisciplinary programs such as Airway Program; behavioral health specialists in GI).
4. Facilitate patient access for GI outpatient service.
- Directs family to the GI Internet site for information about their visit and to access the new patient form electronically.
- Ensures that the new patient form is received, reviewed and triaged to the appropriate clinical team prior to the appointment.
- Coordinates with the appropriate financial counseling functions to ensure that families understand what their insurance will or will not cover, referral/authorizations requirements and what their financial obligations may be prior to receiving services.
- Perform higher level functions in EPIC scheduling system, accurately scheduling appointments by phone and in person.
- Confirm patient appointments using the televox report and other mechanisms identified. Remind parents of the need for referrals and the policy of payment on the day of service.
- Notify attending physician of any requests for appointments other than those available in regular schedule; only schedule such appointments under direction of attending physician.
- Schedule inpatient follow-up appointments prior to discharge or contact families immediately post discharge to schedule the appointment.
- Review appointments scheduled by other personnel to ensure that appointments have been scheduled according to guidelines. Make any necessary changes.
- Add attending physicians to fellows' academic clinic visits according to divisional guidelines.
- Work with clinical team to coordinate divisional process for follow up of missed appointments.
Children's Hospital Philadelphia - 19 months ago