1-3 years of experience
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Employment Type:
Full time
Job Category:
Health Care Provider
Health Care & Medicine
Access Call Center Representative
(This job is no longer available)
Children's National Health System | Silver Spring, MD
Grad Date

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Job Description


 Minimum Education
High School Diploma or GED

Specific Requirements and Preferences
Associates degree or above preferred.

Minimum Work Experience
3 Year(s)

Specific Requirements and Preferences
At least 3 years of experience performing patient registration and scheduling, medical insurance screening and verification. Prior experience in healthcare setting preferred. Telephone call center experience helpful.

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 35 words per minute. Knowledge of medical terminology and CPT-4/ICD-10 coding required


  1. Staff in this role may telecommute in certain circumstances under the direction and approval of their manager.
  2. In order to telecommute, staff must exhibit above-average performance with all work related standards including but not limited to productivity and quality measures.

Functional Accountabilities

Registration and Scheduling Services
  1. 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.
  2. Complete computer aided, on-line registration screen with parent/guardian via telephone or in person in professional & courteous manner.
  3. Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards for registration accuracy
  4. Discuss co-payment, deposits, payment in full, or past due balance collections with parents in a professional & courteous manner.
  5. Counsel parents or refers parent to Financial Information Center (FIC) for establishing payment schedule or method of payment.

Verifying Insurance/Authorization

  1. Verify insurance eligibility using applicable eligibility system. Ensure that managed care carve outs (lab and radiology carve outs) are adhered to. Notify insurance companies or review agency as required by hospital contract and document notification as defined by policy.
  2. Obtain authorizations as needed with clinicals.
  3. Notify parents of the need for completed insurance referral form or pre-authorization prior to scheduled/unscheduled appointment.

Performance Improvement, Mentoring, and Training

  1. Provide input to manager about registration errors for ongoing training purposes: monitor & correct registration errors, monitor QA reports to identify training needs & ensure standards are met.
  2. Work with manager to reduce registration and authorization denials. Work with manager to research and resolve missing charges.
  3. Provide expertise to peers throughout the institution: train new ACCR as needed and collaborate with peers to ensure exams are scheduled appropriately.

Productivity and Quality

  1. 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.
  2. Respond to patient portal work lists (i.e. appointment requests, fax queues, email requests, etc. May include messaging center work lists in the future).
  3. Maintain high ACD Quality departmental standards including but not limited to scripting, abandonment rate, call to answer, availability.
  4. Anticipate customer service needs to "prevent fires."

Program Knowledge

  1. Stay current on insurance company updates and changes; check the intranet for contract status, payer/carve-out information.
  2. Understand Call Center function, staffing and processing; complete all required fields of information in the appropriate system.

Office Support

  1. Answer telephone and address caller needs appropriately: Avoid transferring calls for better service to families; Meet department standards relative to ACD policies if applicable; Manage voice mail messages within same business day.
  2. Distribute mail. May work returned mail as needed.
  3. Responsible for information distributed via e-mail: Check work email a minimum of 3 times daily and respond to inquiries within 24 hours (or next business day).

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.