Access Referral Specialist at Children's Hospital Of Philadelphia

Company Name
Children's Hospital Of Philadelphia
Job Title
Access Referral Specialist
Company Location
Philadelphia, PA
Contact Information
Required Education
Not Specified
Required Experience
Not Specified
Job Description

Req ID: 16300

Shift: Days

Employment Status: AF - Active - Regular - Full Time 

Job Summary

Handles a high volume of inquiries from a variety of sources including provider, provider practices, schools, social service agencies, and families. Responsible for the daily operation of the provider referral line for inquiries, the verification process of physicians and nurse practitioners and their licenses maintained for the Epic directory, CHOP web based scheduling program, and assisting in the provider portal to Link 2 CHOP process.

Job Responsibilities

  • Operates a responsive physician referral program. Conducts a quick, structured and focused interview to help assess the referral needs of the caller.
    • Assures confidentiality of the caller’s needs 100% of the time.
    • Meets production standards as set forth by management.
    • Serve as a resource person for other staff when questions arise regarding patient, physician, and or hospital information.
    • Acts as a liaison between caller and physician, office personnel to ensure coordinated course of care; i.e. triage or appointment scheduling.
  • Conducts a structured, focused interview with parent, referring MD or referring PNP to gather information regarding identified patient and/or patient issue or request.
    • Obtains all necessary information for call.
    • With regards to patient appointments assures patients are scheduled for appropriate evaluation and/or testing, checking with clinical staff when necessary for guidance.
    • Works with leads or pertinent department staff when questions arise regarding information related to scheduling/registration conflicts.
  • Responsible for maintenance of the verification process for Provider Not in System via the Epic pool.
    • Retrieves requests from Provider Not in System Epic pool as they present.
    • Conducts verification process of the provider including address, phone, fax, email address, license, and NPI by calling and using license verification web sites.
    • Submits completed information to the Master File Team within a 24 hour of receipt to be entered into the Epic dictionary.
  • Responsible for maintenance of the verification process of First Access requests sent by PCP or PCP practices to gain access through Link 2 CHOP or faxed authorizations.
    • Retrieves requests from the Frist Access Epic pool within established timeframe.
    • Conducts verification process of the PCP by with the parent.
    • Verifies if the electronic release of information is obtained in the patients chart.
    • Notifies PCP and /or office if the release of electronic information needs to be received.
    • Scans Release of electronic information into the chart if received.

Job Responsibilities (Continued)

  • Responsible for maintenance of web based scheduling program.
    • Retrieves & processes web scheduling requests within a 24-hour period.
    • Updates & maintains web tracking form/database on an ongoing basis.
    • Follows thru, within a 3-day period, all non-transferred web requests.
    • Sends monthly data report to supervisor.
  • Answers and transfers calls to appropriate internal department.
    • Explains to caller how the transfer procedure will work 100% of the time.
    • Presents caller information to scheduler/receiving dept. 98% of the time.
    • Transfers calls to scheduler and makes introduction 100% of the time.
  • Documentation: Documents information in database and/or web based documentation program.
    • Reports to supervisor when parent or provider requests are not responded to within the expected timeframe.
    • Investigate problem areas via telephone when negative feedback is received, 100% of the time.
    • When problem is resolved communicate resolution to all persons involved, including the manager, in writing, daily within100% of the time.
  • Serves as model for team in exemplary customer service.
    • Provides warm and courteous salutation when answering or closing each call.
    • Ensures caller’s needs are met 100% of the time.
    • Restates request to ensure callers needs 100% of the time.
    • Seeks clinical advice from supervisor when there is a question of request.
    • Provides explanation of the process prior to transfer or connection 100% of the time.
  • Establishes and maintains communication strategies with other CHOP depts.
    • Maintains hospital contacts for web based patient referrals monthly to ensure accurate listings.
    • Maintains active workbook of hospital contacts for provider referrals to ensure accurate listings.
    • Monitors divisions listing for in Extend to ensure on call schedules are entered for daily coverage.
    • Reports all issues to supervisor 100% of the time.
  • Performs other duties as assigned/required.

Required Licenses, Certifications, Registrations


Required Education and Experience

Required Education: High School/GED                                                                         

Required Experience:

  • Minimum of 5 years of related experience.
  • Experience with scheduling system.

Preferred Education, Experience & Cert/Lic

Preferred Education: Bachelors degree.

Preferred Experience:

  • Customer service background in an outpatient healthcare setting.
  • Call center experience.
  • Experience with database maintenance.

Additional Technical Requirements

  • High level of interpersonal skills with excellent customer service and responsiveness.
  • Excellent telephone listening and verbal communications skills.
  • Ability to diffuse angry callers and resolve conflict.
  • Ability to work with confidential information.
  • Ability to function efficiently and professionally with a minimum of supervision.
  • Strong customer service skills.
  • Demonstrated public speaking skills. 
  • Ability to gather data and make recommendations based on data collection.

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

Phone: 866-820-9288 

Email:[Click Here to Email Your Resumé]

Job Requirements