As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own. 

Thank you for your interest in our Patient Services Department. Taking care of kids isn’t part of what we do. It’s all we do. We’re recognized as one of the nation’s safest pediatric clinics — with teams that include some of the best doctors, nurses and support specialists around! We are looking for a Patient Services Representative who loves working in a fast-paced, customer service oriented environment. The right candidate will provide service to our patients and their families during inbound and outbound phone calls while scheduling appointments, capturing messages for the clinic staff and providers, addressing the needs of the customer, escalating patients’ health concerns in accordance with individual division guidelines while navigating complex situations by making sound effective decisions. We are seeking a candidate who is team oriented and will take pride in being able to excel in a fast-paced environment, empathize and take ownership of patient concerns, and display excellent customer service skills.

This position is responsible for performing as a customer service representative for all divisions. Accurately obtain and enter all essential information needed to complete registration and schedule appointments while following standard business practices. Provide excellent service to internal and external customers as a member of the PSS team.

• Answers calls for multiple clinic specialties in an efficient and effective manner using standardized greeting, content, and closure of call.
• Ensures accuracy in answering questions and assisting customer with requests to meet their needs.
• Captures customer information and document using messaging system to clinic staff and/or providers. This includes prioritizing patients’ health concerns according to their urgency by following escalation guidelines.
• Schedules appointments in electronic system by using guidelines for clinic/department.
• Provides information to customer regarding appointment location, process steps, parking, paperwork, etc.
• Offers to collect copays/prepayments prior to appointment.
• Research, identify, and resolve customer complaints using the appropriate escalation guidelines.
• All other duties as assigned by supervisor. 

Job Requirements

• High School Diploma or equivalent required, Associates degree preferred. 
• Minimum of one (1) to three (3) years experience required.
• Medical Office/Call Center experience preferred.
• Customer service and Healthcare exp. preferred.

Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.