Access Call Center Representative

12211 Plum Orchard Drive Silver Spring, MD 20904

Kids Are Our Everything.

Department

10119 Eligibility and Financial Clearance

Pay Range

$18.54 - $30.89

About the Role:

Schedule, pre-certify, verify and document procedures for ancillary services and minor surgical treatments. Serve as a liaison between call center, clinics, and external providers. Provide accurate documentation following all established protocols to register and schedule patients' appointments by telephone. Ensure that appointments are scheduled in accordance within departmental guidelines. Responsible for obtaining and validating patient information from various sources and to ensure information entered into the computer management system is accurate. Perform responsibilities within established customer service standards. Provide assistance to other employees within their department as well as other departments.

What You’ll Bring:

Minimum Education
High School Diploma or GED (Required)
Associate's Degree (Preferred)

Minimum Work Experience
3 years Experience performing patient registration and scheduling, medical insurance screening and verification (Required)

Required Skills/Knowledge
Excellent customer service skills
Demonstrated problem solving and critical thinking skills
Computer knowledge necessary
Microsoft Office experience required
Must complete Patient Access training curriculum and pass all competency assessments, including the ability to type minimum of 30 words per minute
Knowledge of medical terminology and CPT-4/ICD-10 coding required

Functional Accountabilities
Registration and Scheduling Services

• Ensure accuracy of scheduling patients using the applicable scheduling system for the department: schedule routine and add-on exams; schedule complex radiological exams prior to the patient's arrival.

• Review patient Surgical Plan of Care from Physician when scheduled in conjunction with diagnostic exams. Schedule complex ancillary and non-complex surgical procedures using scheduling system; while coordinating with both the physician's and parent's schedules

• Complete computer aided, on-line registration screen with parent/guardian via telephone or in person in professional & courteous manner.

• Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards for registration accuracy

• Counsel parents or refers parent to Financial Information Center (FIC) for establishing payment schedule or method of payment.

• Responsible for information distributed via email; check work email a minimum of 3 times daily and respond to inquiries within 24 hours (or next business day)

Verifying Insurance/ Authorization

• Verify insurance eligibility using applicable eligibility system. Ensure that managed care carve outs (ie: lab and radiology) are adhered to. Notify insurance companies or review agency as required by hospital contract and document notification as defined by policy.

• Obtain authorizations as needed with clinical information; document authorization in the patient account accordingly.

• Notify parents of the need for completed insurance referral form or pre-authorization prior to scheduled/unscheduled appointment.

Performance Improvement, Mentoring, and Training

• Monitor and correct registration errors on a daily basis ensuring quality standards.

• Provide input to manager about registration errors for ongoing training purposes.

• Work with manager to reduce registration and authorization denials.

• Provide expertise to peers throughout the institution: collaborate with peers to ensure exams are scheduled appropriately.

Productivity and Quality

• Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively.

• Respond to patient portal work lists (i.e. appointment requests, fax queues, email requests, etc.).

• Maintain high ACD Quality departmental standards including but not limited to scripting, abandonment rate, call to answer, availability.

• Anticipate customer service needs to "prevent fires".

Program Knowledge

• Stay current on insurance company updates and changes provided by the Financial Clearance Center.

• Understand Call Center functions, staffing and processing; complete all required fields of information in the appropriate system.

• Learn and maintain working knowledge of current and new systems.

Benefits That Support You:

• Comprehensive health coverage, including medical, prescription, infertility, and transgender health services.

• Generous paid time off, including vacation accrual from

• day one, sick leave, holidays, and a personal day.

• Financial wellness support, including a 401(k) plan and healthcare and dependent care spending accounts.

• Employer-paid life, AD&D, and long-term disability coverage, with optional supplemental plans.

• Additional perks, including tuition assistance, fitness resources, employee assistance, commuter benefits, and more.

Why Join Us:

• Nationally Recognized Excellence – Consistently ranked among the Top 10 Children’s Hospitals in the nation by U.S. News & World Report.

• Leading Pediatric Care – One of the largest and most comprehensive children’s hospitals in the country, offering nationally ranked specialties and cutting-edge treatments.

• Innovation & Research – A premier academic medical center with a strong commitment to pediatric research, education, and advancing the future of child health.

• Mission-Driven Culture – Dedicated to providing family-centered care while fostering a collaborative, supportive environment for clinical teams.

The disclosed salary range includes the minimum and maximum rates within which Children’s National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children’s National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children’s National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible.

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster.

Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.