Children's National Medical Center
Call Center Representative
Children's National Medical Center, Silver Spring, Maryland, United States, 20900
Overview
Job Description - Call Center Representative (250002JD) Location: Maryland, Silver Spring 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. Responsibilities
Register and schedule patients' appointments by telephone utilizing the physician scheduler and departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Obtain and validate patient information from various sources and ensure information entered into the computer management system is accurate. Promote a customer service environment. Provide client support to parents/guardians via phone for registration, scheduling, rescheduling and/or canceling appointments; inform about departmental scheduling guidelines; reschedule clinic-maintenance cancellations as needed. Notify parents of completed insurance referrals or pre-authorizations; discuss co-payment or payment requirements and counsel or refer to financial counseling or payment plans. Enter notes in the system and collect information for accurate documentation of registration printouts, consent documents and other forms. Transfer calls appropriately and notify managers of difficult calls; seek resources to resolve problems effectively. Anticipate customer service needs to prevent issues before they arise. Verify demographic, PCP/referring physician and insurance information; verify insurance eligibility and coverage; obtain authorizations and benefit information from insurers as appropriate; document information in account notes. Identify and contribute to internal process improvements. Qualifications
Minimum Education
High School Diploma or GED (Required) Minimum Work Experience 1 year experience performing patient registration and scheduling, medical insurance screening and verification (Required) Equivalent customer service or call center experience and education can be considered in lieu of patient registration, scheduling, insurance screening and verification experience (Required) Experience in healthcare settings preferred Telephone call center experience helpful Functional Accountabilities
Registration and Scheduling Services: Provide client support to parent/guardian via phone for online registration help; scheduling, rescheduling and/or canceling appointments; inform patients/parents of scheduling guidelines; manage maintenance cancellations. Verifying insurance/authorization: verify eligibility and coverage for anticipated services; obtain authorization and benefit information; document in account notes. Safety: Promote safety for patients, families, visitors and co-workers; maintain accurate and timely communication; stop and resolve uncertainties as needed. Safety
Speak up when teammates exhibit unsafe behavior or performance. Validate information needed for decision making and documentation; self-check behavior and performance. Locations
Primary Location: Maryland-Silver Spring Work Locations: CNPA Silver Spring, 10801 Lockwood Drive Suite 230, Silver Spring 20901 Job Details
Job: Administrative Support / Customer Service Organization: Ambulatory Shift: Day Work Schedule: Day Job Posting
Posted: Sep 3, 2025, 5:50:39 PM Equal Opportunity
Children's National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “Know Your Rights” poster is available here, and the pay transparency policy is available here. The policy includes a drug-free workplace statement in accordance with applicable law.
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Job Description - Call Center Representative (250002JD) Location: Maryland, Silver Spring 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. Responsibilities
Register and schedule patients' appointments by telephone utilizing the physician scheduler and departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Obtain and validate patient information from various sources and ensure information entered into the computer management system is accurate. Promote a customer service environment. Provide client support to parents/guardians via phone for registration, scheduling, rescheduling and/or canceling appointments; inform about departmental scheduling guidelines; reschedule clinic-maintenance cancellations as needed. Notify parents of completed insurance referrals or pre-authorizations; discuss co-payment or payment requirements and counsel or refer to financial counseling or payment plans. Enter notes in the system and collect information for accurate documentation of registration printouts, consent documents and other forms. Transfer calls appropriately and notify managers of difficult calls; seek resources to resolve problems effectively. Anticipate customer service needs to prevent issues before they arise. Verify demographic, PCP/referring physician and insurance information; verify insurance eligibility and coverage; obtain authorizations and benefit information from insurers as appropriate; document information in account notes. Identify and contribute to internal process improvements. Qualifications
Minimum Education
High School Diploma or GED (Required) Minimum Work Experience 1 year experience performing patient registration and scheduling, medical insurance screening and verification (Required) Equivalent customer service or call center experience and education can be considered in lieu of patient registration, scheduling, insurance screening and verification experience (Required) Experience in healthcare settings preferred Telephone call center experience helpful Functional Accountabilities
Registration and Scheduling Services: Provide client support to parent/guardian via phone for online registration help; scheduling, rescheduling and/or canceling appointments; inform patients/parents of scheduling guidelines; manage maintenance cancellations. Verifying insurance/authorization: verify eligibility and coverage for anticipated services; obtain authorization and benefit information; document in account notes. Safety: Promote safety for patients, families, visitors and co-workers; maintain accurate and timely communication; stop and resolve uncertainties as needed. Safety
Speak up when teammates exhibit unsafe behavior or performance. Validate information needed for decision making and documentation; self-check behavior and performance. Locations
Primary Location: Maryland-Silver Spring Work Locations: CNPA Silver Spring, 10801 Lockwood Drive Suite 230, Silver Spring 20901 Job Details
Job: Administrative Support / Customer Service Organization: Ambulatory Shift: Day Work Schedule: Day Job Posting
Posted: Sep 3, 2025, 5:50:39 PM Equal Opportunity
Children's National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “Know Your Rights” poster is available here, and the pay transparency policy is available here. The policy includes a drug-free workplace statement in accordance with applicable law.
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