Lead Patient Service Representative

Lead Psr

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. 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.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

Lead PSRs serve as frontline operational leaders who help ensure a seamless, informed, and compassionate entry into the healthcare system while supporting patient access, registration accuracy, financial integrity, and daily operational coordination. In addition to direct patient-facing responsibilities, Lead PSRs provide day-to-day guidance, workflow support, and escalation management to promote consistent service standards and efficient operations across the department.

Lead PSRs are responsible for supporting Access team operations, resolving registration and scheduling barriers, reinforcing departmental workflows, and serving as a resource for complex patient access and financial clearance needs. This role plays a critical part in patient experience, operational flow, revenue integrity, and frontline team support across the organization.

Lead PSRs partner closely with clinical, operational, and administrative teams to promote efficient, accurate, and compassionate service delivery while helping foster a positive and accountable team environment. Lead PSRs are responsible for overseeing all PSR functions and serve as subject matter experts.

Other duties, administrative support, and projects as required.

Location: CHOP Pediatric Primary Care, Chadds Ford

Address: 1766 Wilmington Pike, Glen Mills, PA 19342

Work Schedule: (Full-Time)

Monday – Friday: 7:45AM – 5PM (flexible)

Saturdays: 8AM – 12PM (every 6th week)

What you will do

• Provide welcoming, prompt, and respectful customer service, which includes overseeing the daily operations including scheduling and registering appointments, informing of delays, addressing family complaints, and escalating as necessary.
• Perform and oversee 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, provide appropriate information to callers as warranted. Communicate in a courteous, caring manner to all customers as needed. Check voicemails if applicable to your site.
• Communicate with patients and families in accordance with CHOPs iCARE values.
• Support and oversee MyCHOP activation, enrollment, and troubleshooting of the portal. Encourage utilization of pre-check to support efficient and prompt check-in.
• Escalate workflow issues and family issues as appropriate. Provide Family Relations contact information to families if needed.
• Perform administrative tasks 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.
• Clean and maintain an organized workspace and ensure that waiting areas are kept tidy as needed.
• Responsible for the ongoing oversight, maintenance, and development of provider templates to ensure accuracy, efficiency, and alignment with clinical workflow as applicable to your department.
• Ensures patient records are maintained in accordance with CHOP policy and procedure, fulfilling duties as medical record custodian and upholding all HIPAA and documentation standards. For Primary care sites: may serve as the office's Record Custodian.
• Coordinate daily eligibility verifications, reconcile drawers and make cash deposits if applicable, order supplies, and other clerical duties as assigned.
• Supports onboarding of new Lead PSRs.
• Attend and participate in regularly scheduled meetings.
• Provides oversight and accountability for assigned work queues and reports—ensuring accuracy, prioritization, and timely completion.
• Uses productivity and front desk scorecards to monitor individual team performance and self-performance, identify trends and opportunities for improvement.
• Lead PSRs may need to cover and rotate to other sites and locations. Locations and hours may vary. If shifts or staffing needs are available at other locations, Lead PSRs will be asked to support and cover another site if needed.

Education Qualifications

• High School Diploma/GED Required

Experience Qualifications

• At least three (3) years Patient Services Representative experience in a role that consisted of health care, registration, physician billing, medical records, medical office work and relatable customer service. Required

Skills and Abilities

• Basic knowledge of medical and billing terminology. (Required proficiency)
• Basic knowledge HIPAA regulations. (Required proficiency)
• Solid conflict resolution skills. (Required proficiency)
• Intermediate proficiency with electronic medical record software preferred. (Preferred proficiency)
• Intermediate proficiency with the Microsoft Suite of programs. (Required proficiency)
• Excellent verbal and written communications skills. (Required proficiency)
• Excellent interpersonal skills. (Required proficiency)
• Excellent organizational skills. (Required proficiency)
• Strong time management skills. (Required proficiency)
• Ability to maintain confidentiality and professionalism. (Required proficiency)
• Ability to work independently with minimal supervision. (Required proficiency)
• Ability to work with and relate to people at all levels. (Required 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.