1-3 years of experience
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Employment Type:
Full time
Job Category:
Health Care & Medicine
Senior Patient Services Representative (CP& A)
(This job is no longer available)
Grad Date

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Job Description


 Minimum Education
High School Diploma or GED

Minimum Work Experience
3 Year(s)

Specific Requirements and Preferences
At least 3-5 years of Medical Office/Business Office experience.

Required Skills/Knowledge

1. Basic math skills 2. Basic knowledge of office procedures 3. Basic knowledge of medical terminology 4. Knowledge of patient financials & accounting 5. Knowledge of insurance verification 6. Knowledge of scheduling appointments 7. Excellent communication (written and oral) and customer service skills 8. Ability to follow precise procedures and is detail-oriented 9. Knowledge of Microsoft Office suite 10. Ability to coordinate and coach staff 11. Ability to designate job and manage employee schedule 12. Leadership skills to include proactivity, critical thinking, and problem solving.

Required Licenses and Certifications

Functional Accountabilities

Office Support and Administration
  1. Assist Team Lead PSR with inventory and purchase orders.
  2. Train and/or provide orientation for staff as directed by the Team Lead PSR or Office Manager.
  3. Oversee and report unsafe behavior or performance.
  4. Coordinate and manage patient flow between administrative and clinical areas.
  5. Identify opportunities to improve administrative processes.
Patient Account Maintenance and Responsibilities
  1. Review, verify, and update patient account information at every visit as defined in the training manual.
  2. Collect appropriate copays, deductibles, and balances. Use credit balances when applicable and documents all financial transactions in the EHR.
  3. Resolve complex patient/insurance billing issues.
  4. Perform all other patient account duties as assigned.
Reception / Customer Service
  1. Greet patients and visitors in a prompt, courteous, and helpful manner.
  2. Answer phones and handle calls promptly and accordingly.
  3. Give and obtain accurate and pertinent information to and from callers.
  4. Manage all patient related communications as defined by the PCMH workflow.
Patient Processing / Scheduling
  1. Ensure complete patient registration by parent/guardian and populates all required registration fields in the EHR.
  2. Verify patient insurance eligibility and coverage prior to service.
  3. Ensure the schedule is accurate and up to date (Ex: check-in, check-out, and no shows).
  4. Oversee and schedules patient appointments accordingly based on the scheduling policy.
  5. Assist management with building and maintaining provider scheduling templates while optimizing schedules and maximizing visit capacities and patient flow.
  1. Speak up when team members appear to exhibit unsafe behavior or performance
  2. Continuously validate and verify information needed for decision making or documentation
  3. Stop in the face of uncertainty and takes time to resolve the situation
  4. Demonstrate accurate, clear and timely verbal and written communication
  5. Actively promote safety for patients, families, visitors and co-workers
  6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities (Staff)

Teamwork / Participation
  1. Attend and assist in meetings as required, and participates in committees as requested.
  2. Participate in professional development activities.
Organizational Commitment/Identification
  1. Partner in the mission and upholds the core principles of the organization
  2. Committed to diversity and recognizes value of cultural ethnic differences
  3. Demonstrate personal and professional integrity
  4. Maintain confidentiality at all times
Customer Service
  1. Anticipate and responds to customer needs; follows up until needs are met
  1. Demonstrate collaborative and respectful behavior
  2. Partner with all team members to achieve goals
  3. Receptive to others’ ideas and opinions
Performance Improvement/Problem-solving
  1. Contribute to a positive work environment
  2. Demonstrate flexibility and willingness to change
  3. Identify opportunities to improve clinical and administrative processes
  4. Make appropriate decisions, using sound judgment
Cost Management/Financial Responsibility
  1. Use resources efficiently
  2. Search for less costly ways of doing things

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.