Patient Service Representative- Telephone Triage

SHIFT:

Seeking Breakthrough Makers

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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.

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A Brief Overview
As an integral part of the Telephone Triage Program, the Intake Representative (IR) is an expert in the management of multiple incoming calls to the department. The IR's chief responsibility is to ensure patients receive timely and safe telephone triage care by accurately documenting contact information as well as screening patients per set guidelines to prioritize calls for the nurses. As the frontline staff for the majority of the calls received by the center, the IR's role is crucial not for only safety and quality purposes, but also for setting the tone by providing excellent customer service.

Other duties include but are not limited to: Paging on-call physicians, nurses and other medical staff from inside and outside the network, receiving and disseminating information from offices and providers, updating on call calendars, and correctly handling and documenting non triage calls.

Excellent telephone communication skills and a professional manner are essential while working in this high volume, sometimes stressful, call center environment.

Location: Home/Remote

Work Schedule: (Part-Time)

• 5 days per week (Monday - Friday)
• One Saturday per pay period (4 hour days)
• Start Time 7:30AM or 8AM (subject to change per need)

What you will do

• Customer Service
• Answers calls promptly with minimal downtime between calls.
• Accurately verifies and documents contact information. Provides appropriate information to callers as warranted.
• Communicates in a courteous, caring manner to all customers.
• Provide welcoming, prompt and respectful customer service which includes scheduling appointments, inform of delays, address family complaints and escalate as necessary.
• 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.
• Communication
• Provides and updates essential information during shifts such as change in on call providers and signing out by offices.
• Attends monthly staff meetings and additional IR meetings (team huddles) as needed.
• Communicates concerns and ideas for improvement to the Nurse Manager.
• If located in an area where 24/7 coverage is needed, may need to rotate shifts.
• Must demonstrate flexibility and adaptability to shifting departmental needs, including the ability to work on-site as required.
• Works well within a remote team atmosphere.
• Other duties and administrative support and projects as required.

Education Qualifications

• High School Diploma / GED Required

Experience Qualifications

• Previous healthcare experience and education such as Medical Assistant or Patient Service Representative Preferred

Skills and Abilities

• Able to efficiently type and talk on the phone at the same time. (Required proficiency)
• Knowledge of computers and the ability to independently trouble shoot any minor issues. (Required proficiency)
• Consistently meet productivity metrics (Required proficiency)
• Epic experience (Preferred proficiency)
• Hard wired internet service with minimum of 30 mpbs download/10mpbs upload (Preferred 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. 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.