Patient Access Representative

Current Employees

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About the role

The Patient Access Representative is responsible for assuring that patients in need of scheduling are scheduled to receive services in a timely manner. This role will act as the first point of contact for patients and families and are essential in facilitating access to care while remaining aligned with Shriners Children's mission and goals.

Additional responsibilities include providing excellent customer service when communicating with patients, families, and physicians and relaying any issues to management that may result in potential service delays. This position assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement.

Key Responsibilities

• Serves as the front door of Shriners Children's interacting with new and established patients providing them with information needed to schedule the requested services.
• Demonstrates ability to use critical thinking skills and healthcare knowledge to facilitate the scheduling processes.
• Utilizes independent judgment to accommodate special requests from internal and external customers as indicated.
• Triages calls for the System Contact Center to the appropriate areas while working under the guidelines and scripts as set forth by management.
• Follows established protocols directly as indicated by management on applicable platforms on an as needed basis and consistently utilizes multiple software applications to schedule appointments.
• Obtains and enters accurate scheduling and registration data, including but not limited to patient demographics, insurance, guarantor, and clinical information on the information system to initiate financial clearance activities (benefit eligibility and verification, pre-certification notification and payment review).

Required Qualifications

• High School Diploma or equivalent (GED)
• 3 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment

Preferred Qualifications

• Associates degree or higher in a relevant field of study
• Bilingual English/Spanish
• Experience Utilizing an Electronic Health Record (e.g., Epic, Cerner, etc.)
• Proficient user of Microsoft 365 products (e.g., Word, PowerPoint, etc.)
• Experience with Contact Center software (e.g., Cisco, Invoca, Calabrio, etc.)

Compensation is determined based on years of relevant experience and departmental equity.