No experience
Employment Type:
Full time
Job Category:
Health Care Provider
Health Care & Medicine
Access Call Center Coordinator
(This job is no longer available)
Children's National Health System | Silver Spring, MD
Grad Date

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Job Description



Minimum Education
Associate's Degree

Specific Requirements and Preferences

Associates degree in health related field or five year’s work experience in health related field doing scheduling related tasks.  Bilingual, English/Spanish a plus.

Minimum Work Experience
3 Year(s)

Specific Requirements and Preferences
At least 3 years of experience performing complex and advanced scheduling and patient functions, medical insurance screening and verification. Prior experience in healthcare setting preferred. Automated Call Distribution (ACD) center experience required. At least one year quality control and auditing required.  Bilingual, English/Spanish a plus.

Required Skills/Knowledge
Proven proficiency in Health Care Electronic Medical Record (EMR) Systems. Working knowledge of hospital scheduling systems. Demonstrated ability to handle escalated Customer Service complaints. Excellent interpersonal and written communication skills required. Ability to delegate assignments and follow through on details is essential. Excellent consumer relations skills required.  Ability to work on projects and meet the overall objective, ability to meet pre-determined deadlines. Ability to oversee, coordinate, counsel, train, and develop staff. Advanced technical skills, as appropriate. Must possess ability to be effective and efficient in a fast paced environment, managing multiple competing tasks and priorities. Proficient in Microsoft Office products. Bilingual, English/Spanish a plus.

Functional Accountabilities

Scheduling/Registration Operations

  1. Ensure that staff are meeting departmental goals including, ACD, Charge Reconciliation, registration quality and call quality.
  2. Explore new methods of improving operations; work with management team to gain acceptance and support implementation efforts; communicate operational issues and progress toward goals to other members of the management team on a weekly basis.
  3. Contribute to the development of policies, procedures and systems that assure the effective functioning of the unit; assure that information for billing and reporting is accurate, consistent and complete; produce and maintain management data related to operational needs and projects.
  4. Coordinate and schedule 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.
  5. Support staff with assisting and coordinating escalated calls and scheduling where appropriate.
  6. Required to work at least 2 shifts a month on a different site or different shift.
  7. In the case of Weather Emergencies, required to telework to ensure phone lines are open to service families.

Quality Control

  1. Monitor, oversee and coordinate quality control of staff in scheduling process; Conduct weekly Call Monitoring evaluations at least 2 calls/week/employee. Coach, train and mentor team members to hit call quality target.
  2. Monitor productivity of Account Call Center Rep by running and analyzing standard reports and ensuring mistakes are corrected; maintain and monitor and review monthly reports.
  3. Manage work list to ensure they are addressed in a timely manner; fax order queues and email requests; review patient portal work list continuously throughout the day and address inquiries immediately.

Human Resources

  1. Participate in the orientation of new employees and assist with training of existing staff in new systems and technology; assist in hiring of support staff.
  2. Identify learning needs and develop a plan to enhance professional development and/or organizational goals; adhere to Patient Access department requirements for required training; provide input for staffs' performance appraisals.
  3. Under the direction of management, oversee, coordinate , train, mentor and develop all Patient Access Call Center staff.
  4. Under direction of management, conduct performance evaluations and manage staff performance goals.
  5. Establish work schedules for the staff; ensure proper coverage; work to develop a float pool; rotate call schedule as needed/weekends and holidays.

About Children's National Health System

Childrens National Medical Center is the only exclusive provider of pediatric care in the metropolitan Washington area and is the only freestanding childrens hospital between Philadelphia, Pittsburgh, Norfolk, and Atlanta. Serving the nations children for more than 130 years, Childrens National is a proven leader in the development and application of innovative new treatments for childhood illness and injury.

Childrens National is proudly ranked consistently among the best pediatric hospitals in America by US News & World Report.

Our Culture

Children's mission is to be preeminent in providing pediatric health care services that enhance the health and well-being of children regionally, nationally and internationally. Through leadership and innovation, Children's creates solutions to pediatric healthcare problems. Children's excels in Care, Advocacy, Research, and Education to meet the unique needs of children, adolescents and their families. Children's leadership realizes that our employees are the heart of our medical center and the soul of our mission. One of our greatest assets is the diversity of our workforce, which adds to the richness of our culture. Teamwork, dedication, and professionalism are essential values and characteristics that make our employees unique.

Childrens internationally recognized team of pediatric healthcare professionals care for more than 360,000 patients each year who come from throughout the region, nation and world. Our employees share a sense of pride and commitment to the patients and families we serve. We aspire to provide patients and their families with the highest quality of care and service in a family-centered environment. In essence, we are a team of "Great People Providing Great Care."

Nursing Students

As a nursing student, you might already be craving hands-on experience at a highly respected hospital. You may be thinking about where or with which population you want to work after graduation.

At Childrens, a world-class teaching hospital and internationally-recognized leader in pediatric health, we invite nursing students at all stages of learning to explore the real world of working in a hospital setting and experience first-hand the challenges and rewards of this career.

Internship Program

The internship program provides the novice nurse with the knowledge base and skill set needed to transition to competence in clinical nursing practice. While providing the needed skills to meet the organization goals and mission, the program provides nurses with the leadership skills to work collaboratively within a multidisciplinary team. The program bridges the gap between undergraduate education and real-life professional nursing practice, delivering state-of-the art pediatric care.

The program is offered to new graduate nurses from an accredited nursing program with a passion for children. All new graduates, with less than one-year acute care experience, are eligible to participate in the program after obtaining licensure.