Patient/Family Service Specialist
Full Job Description
Why Work at Children's....
Here, it’s different. Come join us.
Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.
Here, the nation’s brightest nurses, physicians, scientists, researchers, therapists, and care providers are creating the future of child health. With an optimist’s outlook, a trailblazing spirit, and a celebrated history, we’re making new strides every day.
We’ve been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the nation’s top 10 pediatric hospitals by U.S. News & World Report.
As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 11 specialty care centers, 1,300+ outreach clinics and more than 10,000 healthcare professionals representing the full spectrum of pediatric care specialties.
Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.
That’s why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.
A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it’s different.
The Patient/Family Service Specialist provides administrative support and high-level customer service support to patients, families, internal team members, providers and referring practices. The Specialist provides admission, registration, scheduling (surgery and/or clinic), check in/check out and/or customer service support for providers, patients and families. Additional duties may include, but are not limited to, collecting copays; performing basic telephone triage duties; copying, scanning and/or filing various documents; and supporting insurance management functions.
Department: Patient Family Access Center
Hours per week: 40, eligible for benefits
Shift: Monday - Friday 8-5
- EDUCATION – High School Diploma or equivalent.
- EXPERIENCE – One year of administrative and customer service experience in an office, clinical, or related setting.
- EQUIVALENCY – A relevant associate or bachelor’s degree may substitute for the required experience on a year for year basis.
POPULATION SPECIFIC CARE
- No direct patient care.
An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.
- Provides non-clinical support of the telephone screening/triage functions.
- Provides and obtains signatures for the appropriate treatment consents forms from patients/families.
- Provides patient support services which may include scheduling, registration, patient reception, patient check in/out and follow-up visit support.
- Supports health insurance management functions by collecting patient insurance information, documenting the patient’s method of payment and/or collecting copays and other payments. May also include supporting referrals and pre-authorizations and benefits/eligibility determinations.
- Obtains and documents patient demographic information.
- Receives inbound and/or places outbound patient calls in order to schedule appointments or surgeries, complete registration functions and to route calls as appropriate.
- Performs data entry functions, including entering patient demographic information and patient updates in a medical records system.
- Conducts patient and family rounding to ensure patient’s/family’s comfort level.
- Provides a high level of customer service support and assistance to patients, families, physicians and other internal/external customers.
- Supports patient safety by adhering to all infection control policies and safety guidelines.
- Utilizes and remains up-to-date with department office operations and established policies and procedures.
SCOPE AND LEVEL
Guidelines: Guidelines are generally numerous, well established, and directly applicable to the work assignment. Work assignment and desired results are explained by general oral or written instructions.
Complexity: Duties assigned are generally repetitive and restricted in scope but may be of substantial intricacy. Employee primarily applies standardized practices.
Decision Making: Decisions or recommendations on non-standardized situations are limited to relating organizational policies to specific cases. Brings non routine issues to supervisor. Problems that are not covered by guidelines or are without precedent are taken up with the supervisor.
Communications: Contacts with the public or employees where explanatory or interpretive information is exchanged, gathered, or presented and some degree of discretion and judgment are required within the parameters of the job function.
Supervision Received: Under normal supervision, within a standardized work situation, the employee performs duties common to the line of work without close supervision or detailed instruction. Work product is subject to continual review.
Ability to Perform Essential Functions of the Job
- Audio-Visual: Color Discrimination – Fair
- Audio-Visual: Depth Perception – Fair
- Audio-Visual: Near Vision: Good
- Audio-Visual: Far Vision: Good
- Audio Visual: Hearing: Good
- Motion: Bend : Up to 1/3 of the time
- Motion: Reach up to 1/3 of the time
- Motion: Carry up to 1/3 of the time
- Motion: Pull up to 1/3 of the time
- Motion: Push up to 1/3 of the time
- Weight Lifted/Force Exerted: Up to 10 lbs. or more, up to 1/3 of the time
- General Activity: Stand/Walk up to 4hrs a day
- Use of hands/feet: Precise Motion Function (or fine manipulation)
- Equipment: telephone, computers, fax machines, copiers, reading reports/graphs
- Exposure: Exposure to blood/body fluid: Occasional
- Exposure: Exposure to cold/heat: Occasional
- Exposure: Exposure to infectious disease: Occasional
- Mental and Emotional Requirements: Manages stress appropriately
- Mental and Emotional Requirements: Works with other effectively
Equal Employment Opportunity
It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.
Annual Salary Range (Based on 40 hours worked per week): $41,063.82 to $61,595.74
Hourly Salary Range: $19.74 to $29.61
Here, you matter. As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to a best-in-class education benefit with 75+ tuition-free programs to help you advance your career.
As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.
Children’s Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.
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