Job Description

Shriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for our children and their families.

All employees are eligible for medical coverage on their first day! In addition, upon hire all employees are eligible for a 403(b) and Roth 403 (b) Retirement Saving Plan with matching contributions of up to 6% after one year of service. Employees in a FT or PT status (40+ hours per pay period) will also be eligible for paid time off, life insurance, short term and long-term disability and the Flexible Spending Account (FSA) plans and a Health Savings Account (HSA) if a High Deductible Health Plan (HDHP) is elected. Additional benefits available to FT and PT employees include tuition reimbursement, home & auto, hospitalization, critical illness, pet insurance and much more! Coverage is available to employees and their qualified dependents in accordance with the plans. Benefits may vary based on state law.

The Patient Services Representative serves as the first point of contact for patients and families. This role ensures timely, accurate, and compassionate communication while addressing patient inquiries, and coordinating with clinical and administrative teams. The representative is responsible for providing exceptional customer service, maintaining patient confidentiality, and supporting smooth operational workflows within the physician practice.

This position is full time, non-exempt and health insurance eligible. The pay range for this position is $21.16 - $30.25/hour. Compensation is determined based on relevant experience and department equity.

Responsibilities

• Respond to patient and family inquiries with professionalism and empathy.
• Provide accurate information regarding services, appointments, directions, and clinic processes.
• Triage urgent calls according to established protocols and escalate as appropriate.
• Accurately documents all patient interactions in the electronic health record (EHR).
• Demonstrate active listening and clear communication to reduce misunderstandings and improve patient satisfaction.
• Schedule, confirm, cancel, and reschedule patient appointments in alignment with clinic guidelines and scripts.
• Verify and update patient demographics, insurance information, and authorizations.
• Route messages and requests to the appropriate clinical or administrative staff.
• Maintain compliance with HIPAA and organizational privacy standards.
• Attend required meetings, in-services, and complete ongoing education, and competency training
• Engage in team meetings and contribute to process improvement initiatives.
• Demonstrate flexibility in adapting to changes in policies, technologies, and scheduling needs.
• Uphold a patient-centered approach and model organizational values in all interactions.

Please note, while Shriners Children’s has established expectations and leading practices for many daily workflows, duties and responsibilities, these are not all inclusive and are subject to change based on the needs of the organization

Qualifications

Education

• High School Diploma or equivalent (GED) required

Experience

• 1-2 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment required