After Hours Telephone Intake Rep

Company Name: Childrens Hospital of Philadelphia

Location: Philadelphia, PA, US - 19104

Job Duration: 2021-07-22 to 2021-08-21


Location: LOC_HOME-Home/Remote Office Location 

Req ID: 117673

Shift: Rotating

Employment Status: Regular – Part Time 

Job Summary

As an integral part of the After-Hours Program (AHP), the Intake Representative (IR) is an expert in the management of multiple incoming calls to the department.  The IR’s chief responsibility is to ensure patients receive timely and safe telephone triage care by accurately documenting contact information as well as screening patients per set guidelines to prioritize calls for the nurses. As the frontline staff for the majority of the calls received by the center, the IR’s role is crucial not for only safety and quality purposes, but also for setting the tone by providing excellent customer service.

 Other duties include but are not limited to:  Paging on-call physicians, nurses and other medical staff from inside and outside the network, receiving and disseminating information from offices and providers, updating on call calendars, and correctly handling and documenting non triage calls.

Excellent telephone communication skills and a professional manner are essential while working in this high volume, sometimes stressful, call center environment.

Job Responsibilities

  1. Customer Service

Answers calls promptly with minimal downtime between calls.  Accurately verifies and documents contact information.  Provides appropriate information to callers as warranted.  Communicates in a courteous, caring manner to all customers. 


  1. Call Management

Screens callers’ reasons for call by using the high priority list and critical thinking skills to prioritize calls to be triaged:  backline to nurse, high priority in queue, or regular queue. Triages and documents CHOP home care calls.  Contacts on call providers directly for calls from those requesting to speak to them, such as E.D.’s, home care nurses, other physicians, and parents. Assists in the distribution of calls to on call providers when the volume/staffing warrants it.  Seeks resources to assist in decision making to ensure safe, high quality telephone triage and customer service.


  1. Communication

Provides and updates essential information during shifts such as change in on call providers and signing out by offices. Attends monthly staff meetings and additional IR meetings as needed. Communicates concerns and ideas for improvement to the Nurse Manager.

Job Responsibilities (Continued)

Job Responsibilities (Continued)

Required Licenses, Certifications, Registrations


Required Education and Experience

Required Education: High School Diploma / GED

Preferred Education, Experience & Cert/Lic

Preferred Experience: Previous healthcare experience and education such as Medical Assistance or Patient Service Representative

Additional Technical Requirements

Able to efficiently type and talk on the phone at the same time.

Knowledge of computers and the ability to independently trouble shoot any minor issues.

Ability to multitask

Epic experience preferred

Hard wired internet service with minimum of 30 mpbs download/10mpbs upload

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.

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