Patient Access Representative

Shriners Children's • Chicago, IL

23h • Onsite

About The Position

The Patient Access Representative serves as the first point of contact for patients and families at Shriners Children's, playing a critical role in facilitating timely access to care. This position is responsible for scheduling services efficiently while delivering exceptional customer service aligned with the organization's mission and values. The Patient Access Representative communicates with patients, families, and providers to coordinate care, identify and escalate potential service delays, and support continuous process improvement. This role also partners with leadership to identify workflow enhancements and contribute innovative solutions that improve the patient experience.

Requirements

• High School Diploma or equivalent (GED) required
• Minimum of 3 years of experience in patient access, scheduling, registration, or customer service within a healthcare setting required
• Experience with Electronic Health Records (EHR), such as Epic or Cerner
• Proficiency in Microsoft 356 applications (Word, Excel, PowerPoint)
• Familiarity with contact center platforms like Cisco, Invoca, or Calabrio
• Strong communication and interpersonal skills
• Active listening and customer service orientation
• Sound judgment in escalation and problem-solving
• Ability to multitask in a fast-paced environment
• Adaptability and flexibility in a dynamic setting

Nice To Haves

• Associates degree or higher in a relevant field preferred

Responsibilities

• Serve as the "front door" for Shriners Children's, assisting new and existing patients with scheduling and service inquiries
• Provide accurate, timely information to patients, families and providers to support care access
• Utilize critical thinking and healthcare knowledge to coordinate and schedule services effectively
• Exercise sound judgment to accommodate special requests from internal and external customers
• Triage incoming calls within the System Contact Center, routing appropriately while adhering to established scripts and guidelines
• Follow defined protocols and workflows across multiple platforms to ensure accurate and efficient scheduling
• Accurately collect and enter patient data, including demographics, insurance, guarantor, and clinical details
• Initiate financial clearance processes such as eligibility verification, pre-certification, and payment review
• Identify potential delays or barriers to care and escalate issues to leadership as appropriate
• Contribute to ongoing process improvement by identifying opportunities and recommending solutions.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options available
• 403(b) Retirement Savings Plan with generous employer match
• Public Service Loan Forgiveness (PSLF) eligibility
• Tuition Reimbursement
• Basic Life/AD&D and Short-Term Disability Insurance provided at no cost
• Paid Time Off (PTO) and Wellness Time
• Voluntary Benefits: Long Term Disability Insurance, Critical Illness/Accident Insurance, hospital indemnity coverage, identity theft protection, and more.
• All employees are eligible to enroll in medical coverage starting on their first day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees