Scheduler / Patient Svc Rep

Req ID: 21684

Shift: Days

Employment Status: AF - Active - Regular - Full Time 

Job Summary

The Scheduler/Patient Service Rep is responsible for scheduling patients for their assigned department using the appropriate computer system (i.e. IDX, EPIC Op Time), greeting patients and families, collecting and entering demographic and insurance information, collecting payments associated with services rendered and reconciliation of daily services.  Answers the telephone for the department and performs administrative duties to maintain the overall function of the department to facilitate efficient and timely services to patients and their families.  Verifies insurance with families and instruct them on referral requirements.  Collaborates with key department personnel for decisions regarding scheduling issues.  May include working with medical records, following HIPPA guidelines.

Job Responsibilities

Phone Triage

  • Responsible for all initial telephone contact with patients requesting department services. Must handle a large volume of calls and direct them appropriately and efficiently.
  • Answers all incoming call by the third ring 90% of the time. 
  • Answers general information questions regarding procedures and services (e.g. current studies, study specific information, potential patients, contact lists, etc.) and appropriately directs calls within the department and institution.
  • In a short period of time, assess the caller’s concerns and assist or direct to appropriate resource.
  • Maintains a working knowledge of current procedures and services and is able to answer questions regarding insurance, registration, and other services.

Scheduling Coordination

  • Responsible for the scheduling coordination of procedures and other services.
  • Schedules and/or coordinates appointments and ancillary testing, as requested by department staff.
  • Explains and educates family about the scheduling process.
  • Maintains consistent and productive communication with necessary departments; precertification, registration, etc.
  • Provides scheduling wrap-up and necessary communication (e.g. itineraries, reminder calls, etc.) for patients scheduled.


  • Responsible for pre-visit and registration process for patients.
  • Creates and/or updates patient record by verifying demographic, insurance information, or proper study identification in the registration system.
  • Ensures specific registration fields are accurately inputted into registration system, including but not limited to visit notes and summaries, referral/authorization numbers, eligibility review, etc.
  • Provides any and all other duties necessary to provide efficient, timely services to patients and their families as it relates to the registration and insurance process.

Quality Assurance

  • Responsible for monitoring and measuring the accuracy and integrity of data entered into the registration and scheduling system as well as act as a liaison with other departments to identify quality improvement and training needs.
  • Revisits scheduling process to ensure proper visit types, comments, and reason for visit fields are accurate.
  • Revisits registration process prior to patient arrival to ensure insurance fields are populated with accurate grant and/or medical insurance information.

Works with Management Staff in identifying trends and opportunities to enhance the pre-visit, registration and scheduling functions for patients/subjects and department staff.

Job Responsibilities (Continued)

Job Responsibilities (Continued)

Required Licenses, Certifications, Registrations

Required Education and Experience

Required Education: High School/GED                                                                          


Required Experience: Previous Customer Service experience

Preferred Education, Experience & Cert/Lic

  • Preferred Experience: Healthcare, registration, Physician billing, medical records/office experience

Additional Technical Requirements

  • Competent computer skills, IDX capability                   

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.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

Phone: 866-820-9288