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Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP's Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.

We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.


A Brief Overview
This position is responsible for enhancing effective patient and caregiver communication, particularly between the patient, caregivers, and clinical staff. An additional focus of the role is improving the experience for patients and team members within the King of Prussia Hospital (KOPH). This role will be responsible for assisting the supervisor and/or the manager, with daily operations of the department and delivering optimal customer service. Must be able to work in a "team friendly" environment with peers, clinical staff and management of all levels. This role also includes greeter, receptionist, and administrative duties within the KOP location.

What you will do

• Answer telephones, screens calls, routes callers, takes messages, and provides routine information to callers in a prompt and courteous manner while maintaining HIPPA regulations
• Perform all clerical procedures related to the admission, transfer, discharge, and death of patients within the CHOP enterprise
• Serve as a liaison and problem solver for departmental customers as it relates to unit-based service needs
• Review census and staffing assignments with local unit leadership and print/post assignment sheets each shift
• Partner with PARC team to ensure admission paperwork and insurance information is obtained from families upon admission
• Engage in data-entry procedures for staff scheduling, patient assignments, and timekeeping as directed by local leadership
• Experience with the following systems: Kronos, Optilink, Archibus, Qliksense, Epic (A/D/T, PARC/Registration, Patient Family Experience functionality) iRounding, Coupa, and other current operational systems within the enterprise
• Performs all IS/Epic Downtime procedures including, but not limited to:
• Assemble and maintain patient records, including chart, bedside records, medication Kardex, and unit census log
• Maintain the patient medical record and related forms in an organized manner
• Monitor printers and communicates orders to clinical care teams
• Place isolation signs on patient room doors /beds as directed
• Monitor printers and communicate orders and test results to clinical care teams
• File diagnostic and laboratory reports in patient charts
• Monitor inventory of office supplies, IS/Epic Downtime, and clinical/operational paperwork. Re-order and stock when necessary
• Answer and triage patient call bells or requests to appropriate care team providers
• Partner with unit-based leadership in Environment of Care rounding, report findings, and enter and track facilities requests as needed
• Maintain local, unit-based conference room schedule process
• Follow unit procedures during emergency conditions
• Serve as unit-based Patient Family Experience Champion at the hospital wide committee level
• Maintain the highest levels of hospitality to ensure patient families and visitors receive premier services
• Receive and distributes mail and items for delivery to patients and families
• Provide all patients and /or families with unit tour and hospitality information packet upon arrival to the inpatient unit
• Support the operation and distribution of education and additional operational materials to families on arrival to inpatient unit
• Review and implement sign-up and assignment procedures for allocated resources within the patient care unit
• Engage in rounding on patients and families daily collecting real time feedback regarding hospital experiences in coordination with Patient Family Experience team model
• Partner with unit base leadership to track and analyze metrics for services provided to patients, families, and visitors.
• Support the operations of each resource center including family engagement, laundry service, kitchen inventory, and other resource allocation (sleep surfaces, linens, etc.)
• Identify and propose opportunities for improvement to the delivery of services for patients, families, and visitors.
• Operate with a working understanding of the unique needs of CHOP patient families, including cultural awareness of families traveling internationally.
• Create an environment where patients, families, and team members feel valued, appreciated, and recognized
• Directly communicate with patients, families, and team members in a clear, friendly, and professional manner
• Demonstrate proficiency in de-escalation techniques in challenging and emotional situations involving families and visitors
• Orient new staff to the role
• Float to other units to perform duties as assigned
• Perform other duties as assigned to promote overall effective coordination of care across NCCS within the King of Prussia campus

Education Qualifications

• High School Diploma / GED Required
• Bachelor's Degree Preferred

Experience Qualifications

• At least one (1) year customer service-related industry Required
• At least two (2) years in administrative role with customer service experience in healthcare industry Preferred

Skills and Abilities

• EPIC Registration (CHOP) Training required within 3 months of employment
• Kronos Timekeeping (CHOP) Training required within 3 months of employment
• Nurse call monitor system (CHOP)Training required within first month of employment

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must be fully vaccinated against COVID-19 and receive an annual influenza vaccine. Learn more.

Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.

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