Call Center Representative
Children's National Hospital, Washington, District of Columbia, United States
Location:
Silver Spring, MD
Remote:
No
Schedule:
Variable shifts from 8:00 AM to 5:30 PM, Monday to Friday. One late shift per week from 11:30 AM to 8:00 PM. Saturday shifts from 8:00 AM to 4:30 PM.
Register and schedule patients' appointments by telephone utilizing the physician scheduler and department guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Responsible for obtaining and validating patient information from various sources and ensuring accurate entry into the computer management system. Promote a customer‑service environment.
Minimum Education High School Diploma or GED (Required)
Minimum Work Experience
1 year experience performing patient registration, scheduling, medical insurance screening and verification (Required)
Equivalent customer service or call center experience and education may be considered in lieu of patient registration, scheduling, insurance screening and verification experience
Functional Accountabilities Registration and Scheduling Services
Provide client support to parent/guardian via phone for online registration help; scheduling, rescheduling, and/or canceling of appointments, informing patient/parent of departmental scheduling guidelines, and rescheduling appointments related to clinic maintenance cancellation.
Notify parent of the need for completed insurance referral form or pre‑authorization of treatment prior to scheduled appointment; discuss co‑payment or payment in full requirements; counsel or refer parent to central business operations' financial counseling or establish a payment plan.
Complete calls accurately and timely; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls; seek resources to solve problems effectively.
Anticipate customer service needs to "prevent fires."
Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents, and other forms.
Verifying Insurance/Authorization and Process Improvement
Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY, Mamsi‑online, UHC, and calling insurance; obtain authorization and benefit information as appropriate; document authorization in Account Notes and fields.
Collect and verify demographic, PCP/referring physician, and insurance information.
Make recommendations for internal process improvements.
Safety
Speak up when team members exhibit unsafe behavior or performance.
Continuously validate and verify information needed for decision making or documentation.
Stop in the face of uncertainty and take time to resolve the situation.
Demonstrate accurate, clear, and timely verbal and written communication.
Actively promote safety for patients, families, visitors, and co‑workers.
Attend carefully to important details—practicing Stop, Think, Act, and Review to self‑check behavior and performance.
Organizational Accountabilities (Staff)
Anticipate and respond to customer needs; follow up until needs are met.
Teamwork/Communication
Demonstrate collaborative and respectful behavior.
Partner with all team members to achieve goals.
Receptive to others’ ideas and opinions.
Performance Improvement/Problem‑Solving
Contribute to a positive work environment.
Demonstrate flexibility and willingness to change.
Identify opportunities to improve clinical and administrative processes.
Make appropriate decisions using sound judgment.
Cost Management/Financial Responsibility
Use resources efficiently.
Search for less costly ways of doing things.
Primary Location District of Columbia-Washington
Work Locations CN Hospital (Main Campus)
Job Administrative Support / Customer Service
Organization Ambulatory
Position Status R (Regular)
Shift Day
Work Schedule 8:00am - 4:30pm
Job Posting Mar 19, 2026, 4:51:28 AM
Full‑Time Salary Range 37,336
#J-18808-Ljbffr
Silver Spring, MD
Remote:
No
Schedule:
Variable shifts from 8:00 AM to 5:30 PM, Monday to Friday. One late shift per week from 11:30 AM to 8:00 PM. Saturday shifts from 8:00 AM to 4:30 PM.
Register and schedule patients' appointments by telephone utilizing the physician scheduler and department guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Responsible for obtaining and validating patient information from various sources and ensuring accurate entry into the computer management system. Promote a customer‑service environment.
Minimum Education High School Diploma or GED (Required)
Minimum Work Experience
1 year experience performing patient registration, scheduling, medical insurance screening and verification (Required)
Equivalent customer service or call center experience and education may be considered in lieu of patient registration, scheduling, insurance screening and verification experience
Functional Accountabilities Registration and Scheduling Services
Provide client support to parent/guardian via phone for online registration help; scheduling, rescheduling, and/or canceling of appointments, informing patient/parent of departmental scheduling guidelines, and rescheduling appointments related to clinic maintenance cancellation.
Notify parent of the need for completed insurance referral form or pre‑authorization of treatment prior to scheduled appointment; discuss co‑payment or payment in full requirements; counsel or refer parent to central business operations' financial counseling or establish a payment plan.
Complete calls accurately and timely; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls; seek resources to solve problems effectively.
Anticipate customer service needs to "prevent fires."
Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents, and other forms.
Verifying Insurance/Authorization and Process Improvement
Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY, Mamsi‑online, UHC, and calling insurance; obtain authorization and benefit information as appropriate; document authorization in Account Notes and fields.
Collect and verify demographic, PCP/referring physician, and insurance information.
Make recommendations for internal process improvements.
Safety
Speak up when team members exhibit unsafe behavior or performance.
Continuously validate and verify information needed for decision making or documentation.
Stop in the face of uncertainty and take time to resolve the situation.
Demonstrate accurate, clear, and timely verbal and written communication.
Actively promote safety for patients, families, visitors, and co‑workers.
Attend carefully to important details—practicing Stop, Think, Act, and Review to self‑check behavior and performance.
Organizational Accountabilities (Staff)
Anticipate and respond to customer needs; follow up until needs are met.
Teamwork/Communication
Demonstrate collaborative and respectful behavior.
Partner with all team members to achieve goals.
Receptive to others’ ideas and opinions.
Performance Improvement/Problem‑Solving
Contribute to a positive work environment.
Demonstrate flexibility and willingness to change.
Identify opportunities to improve clinical and administrative processes.
Make appropriate decisions using sound judgment.
Cost Management/Financial Responsibility
Use resources efficiently.
Search for less costly ways of doing things.
Primary Location District of Columbia-Washington
Work Locations CN Hospital (Main Campus)
Job Administrative Support / Customer Service
Organization Ambulatory
Position Status R (Regular)
Shift Day
Work Schedule 8:00am - 4:30pm
Job Posting Mar 19, 2026, 4:51:28 AM
Full‑Time Salary Range 37,336
#J-18808-Ljbffr