Patient Services Representative - Care Network - Kennett Square

About the role

PSRs serve as the operational gateway to care delivery, helping ensure patients and families experience a seamless, informed, and compassionate entry into the healthcare system while supporting access and overall financial integrity. PSRs are responsible for supporting patient access, registration accuracy, financial clearance, and service excellence. This role plays a critical part in patient experience, operational flow, and revenue integrity across the organization. Team members serve as trusted guides for patients and families while partnering closely with clinical and operational teams to ensure efficient, accurate, and compassionate service delivery. Other duties, administrative support, and projects as required.

Location: CHOP Pediatric Primary Care, Kennett Square, 817 E Baltimore Pike Ste A, Kennett Square, PA 19348

Schedule

• Part-Time (31 hours per week)
• Monday: 8:00 am – 7:00 pm
• Wednesday: 8:00 am – 8:00 pm
• Friday: 7:30 am – 5:00 pm
• PSRs may need to cover and rotate to other sites and locations; location and hours may vary. If shifts or staffing needs are available at other locations, PSRs will be asked to support and cover open shifts as needed.

Responsibilities

• Provide welcoming, prompt, and respectful customer service, which includes scheduling and registering appointments, informing of delays, addressing family complaints, and escalating complaints as necessary.
• Perform PARC (PATIENT ACCESS & REVENUE CYCLE) EPIC functions while ensuring accuracy, and run daily eligibility verifications, following organization access and intake standards.
• Reconciliation of daily services to include collection and processing of payments received, reimbursements, creating and/or obtaining insurance referrals and authorizations needed.
• Communicate financial responsibility to patients/families.
• For sites responsible for incoming/outbound calls: Answer phones promptly with minimal downtime between calls, monitor call service levels, accurately verify and document contact information and messages, and provide appropriate information to callers as warranted.
• Communicate in a courteous, caring manner to all customers as needed.
• Check voicemails if applicable for your site.
• Communicate with patients and families in accordance with CHOP's iCARE values.
• Escalate workflow issues and family issues as appropriate.
• Provide Family Relations contact information to families if needed.
• Offer and support families with MyCHOP activation for enrollment and troubleshooting of the portal.
• Encourage utilization of pre-check to support efficient and prompt check-in.
• Perform administrative tasks as assigned such as sorting and delivering mail, faxes (RightFax), medical records, and other correspondence; and photocopying and faxing documents.
• Scan, upload, and route documents accurately while safeguarding PHI.
• Daily maintenance of patient records and daily schedules while adhering to CHOP policy and procedure, and upholding all HIPAA and documentation standards.
• Actively participate in team huddles and meetings.
• Clean and maintain an organized workspace and ensure that waiting areas are kept tidy as needed.
• Completion of necessary work queues as assigned and various other daily reports.
• Maintain and monitor key performance metrics to ensure goals are met, resources are used effectively, and operational performance is consistently achieved.

Requirements

• High School Diploma/GED – Required
• At least one (1) year Patient Services Representative experience in a role that consisted of health care, registration, physician billing, medical records, medical office work and relatable customer service – Preferred

Skills

• Good verbal and written communications skills (Required proficiency)
• Good interpersonal skills (Required proficiency)
• Ability to maintain confidentiality and professionalism (Required proficiency)

Pay

Hourly salary range: $21.05 – $26.35. Salary ranges are shown for full-time jobs; if