Patient Care Contact Center Representative

About the role

The Contact Center Representative supports Shriners Children’s national 800 number as well as Shriners Children’s locations by answering inbound domestic and international patient referral calls as well as general inquiry calls for all SHC locations and departments 24 hours a day 7 days a week.

Responsibilities

• Communicate in a clear, cordial manner with potential patient referral sources via phone, email and website chatbot.
• Respond efficiently and effectively to general inquiries, answer questions and offer other information, as requested or needed.
• Escalate calls appropriately according to urgent call procedures.
• Maintain patient confidentiality in accordance to HIPAA regulations.
• Triage patient referrals call/web forms by assessing need for urgent care.
• Accurately and efficiently gather potential patient information from referring source with superior attention to detail.
• Determine & assign all domestic patient referrals to best fit location based on patient needs & geographic location.
• Assign all international patient referrals to Global patient services team.
• Process, assign and distribute website webform referrals, Epic requests and email inquiries in a timely manner.
• Accept, complete, submit & route Medical Record Requests on behalf of guardians/ patients.
• Afford assistance with Shriners Children’s location call overflow for up to 23 Shriners Children’s locations.
• Act as an afterhours messaging service for up to 23 Shriners Children’s locations.
• Search, confirm and update caller information in CRM & EMR systems as necessary.
• Initiate patient retention strategies for denied/ withdrawn cases by offering solutions (i.e., location transfer, transport assistance, etc.)
• Provide technical assistance to International families with Customer Communities System.

Requirements

• 2 years of work experience in a healthcare office setting
• 1 year of medical terminology experience
• Knowledge of customer service principles and practices
• High School Diploma/GED
• Pediatric clinical experience
• Full bilingual (verbal/written) in both English and Spanish