Patient Access Representative - Full Time

Shriners Hospitals for Children • Pasadena, CA

1d

About The Position

At Shriners Children’s, the Patient Access Representative helps patients in need of scheduling receive services in a timely manner. The role is often the first point of contact for patients and families and facilitates access to care in alignment with Shriners Children’s mission and goals. The representative provides excellent customer service when communicating with patients, families, and physicians, and relays issues to management that could result in service delays. The role also supports management by observing processes, notifying them of opportunities, and suggesting process improvements.

The representative provides information to new and established patients to help them schedule requested services, uses critical thinking and healthcare knowledge to support scheduling, and exercises independent judgment to accommodate special requests. The role triages calls to the appropriate areas, follows management-established protocols and scripts, and uses multiple software applications to schedule appointments. It also requires accurately entering scheduling and registration information—including patient demographics, insurance, guarantor, and clinical information—to initiate financial clearance activities such as benefit eligibility and verification, pre-certification notification, and payment review.

Requirements

• High school diploma.
• Bilingual in Spanish and English.
• At least 3 years of experience in patient services, scheduling, registration, or customer service in a healthcare environment.

Nice To Haves

• Associate degree or higher in a relevant field of study.

Responsibilities

• Serve as the first point of contact for new and established patients, providing information needed to schedule requested services.
• Use critical thinking skills and healthcare knowledge to facilitate scheduling.
• Use independent judgment to accommodate special requests from internal and external customers.
• Triage System Contact Center calls to the appropriate areas in accordance with management guidelines and scripts.
• Follow established protocols on applicable platforms as needed and use multiple software applications to schedule appointments.
• Obtain and accurately enter scheduling and registration data, including patient demographics, insurance, guarantor, and clinical information, to initiate financial clearance activities.
• Provide customer service to patients, families, and physicians, and relay issues to management that may cause service delays.
• Observe processes, notify management of opportunities, and provide suggestions for process improvement.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED