Patient/Family Service Specialist

Here, it’s different. Come join us.

Children’s Hospital Colorado, Colorado Springs is a top-ranked hospital located in a top-ranked city.

With a regional team of more than 1,000 team members, Children’s Colorado has been present in southern Colorado since 2001 and now has team members at five locations providing outpatient specialty care, emergency care, inpatient care and therapy care. Children’s Hospital Colorado, Colorado Springs is the first pediatric-only hospital in the region and includes the region’s only emergency department and operating rooms built just for kids and served by pediatric experts who have dedicated their lives to treating kids – and only kids – and who are directly linked to one of the country’s leading pediatric academic medical centers.

Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.

That’s why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.

A career at Children's Colorado will challenge you, inspire you and motivate you to make a difference in the life of a child.

Learn about Children’s Colorado and our culture: https://www.youtube.com/user/thechildrenshospital

Find out more about living and working in Colorado Springs: http://www.choosecoloradosprings.com/

The Patient/Family Service Specialist provides administrative support and high-level customer service support to patients, families, internal team members, providers and referring practices. The Specialist provides admission, registration, scheduling (surgery and/or clinic), check in/check out and/or customer service support for providers, patients and families. Additional duties may include, but are not limited to, collecting copays; performing basic telephone triage duties; copying, scanning and/or filing various documents; and supporting insurance management functions.

Department: Briargate Administration
Hours per week: 40, eligible for benefits
Shift: Monday-Friday, 8:30am-5:00pm

• EXPERIENCE – One year of administrative and customer service experience in an office, clinical, or related setting.
• EDUCATION – High School Diploma or equivalent.
• EQUIVALENCY – A relevant associate or bachelor’s degree may substitute for the required experience on a year for year basis.

POPULATION SPECIFIC CARE

• No direct patient care.

ESSENTIAL FUNCTIONS

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.

• Conducts patient and family rounding to ensure patient’s/family’s comfort level.
• Supports health insurance management functions by collecting patient insurance information, documenting the patient’s method of payment and/or collecting copays and other payments. May also include supporting referrals and pre-authorizations and benefits/eligibility determinations.
• Obtains and documents patient demographic information.
• Utilizes and remains up-to-date with department office operations and established policies and procedures.
• Performs data entry functions, including entering patient demographic information and patient updates in a medical records system.
• Provides non-clinical support of the telephone screening/triage functions.
• Receives inbound and/or places outbound patient calls in order to schedule appointments or surgeries, complete registration functions and to route calls as appropriate.
• Provides a high level of customer service support and assistance to patients, families, physicians and other internal/external customers.
• Provides and obtains signatures for the appropriate treatment consents forms from patients/families.
• Supports patient safety by adhering to all infection control policies and safety guidelines.
• Provides patient support services which may include scheduling, registration, patient reception, patient check in/out and follow-up visit support.

SCOPE AND LEVEL

Guidelines: Guidelines are generally numerous, well established, and directly applicable to the work assignment. Work assignment and desired results are explained by general oral or written instructions.

Complexity: Duties assigned are generally repetitive and restricted in scope but may be of substantial intricacy. Employee primarily applies standardized practices.

Decision Making: Decisions or recommendations on non-standardized situations are limited to relating organizational policies to specific cases. Brings non routine issues to supervisor. Problems that are not covered by guidelines or are without precedent are taken up with the supervisor.

Communications: Contacts with the public or employees where explanatory or interpretive information is exchanged, gathered, or presented and some degree of discretion and judgment are required within the parameters of the job function.

Supervision Received: Under normal supervision, within a standardized work situation, the employee performs duties common to the line of work without close supervision or detailed instruction. Work product is subject to continual review.

Ability to Perform Essential Functions of the Job

• Audio-Visual: Near Vision: Good
• Motion: Carry up to 1/3 of the time
• Audio-Visual: Far Vision: Good
• General Activity: Stand/Walk up to 4hrs a day
• Motion: Pull up to 1/3 of the time
• Weight Lifted/Force Exerted: Up to 10 lbs. or more, up to 1/3 of the time
• Audio-Visual: Color Discrimination – Fair
• Motion: Push up to 1/3 of the time
• Use of hands/feet: Precise Motion Function (or fine manipulation)
• Motion: Reach up to 1/3 of the time
• Audio Visual: Hearing: Good
• Motion: Bend : Up to 1/3 of the time
• Audio-Visual: Depth Perception – Fair

Work Environment

• Exposure: Exposure to blood/body fluid: Occasional
• Equipment: telephone, computers, fax machines, copiers, reading reports/graphs
• Exposure: Exposure to cold/heat: Occasional
• Exposure: Exposure to infectious disease: Occasional
• Mental and Emotional Requirements: Manages stress appropriately
• Mental and Emotional Requirements: Works with other effectively

It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.

Salary Information

Benefits Information

Here, you matter. As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to a best-in-class education benefit with 75+ tuition-free programs to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children’s Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.