Patient Care Contact Center Representative (Bilingual)

Shriners Children's

112d

About The Position

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. Contact Center Representatives are responsible for receiving patient referral requests through a variety of sources (website webforms, website chat-bot, phone calls, Epic, fax & email), documenting patient and caller information in Salesforce database and finally determining and assigning best fit location for all domestic, Mexico-domestic and Canada-domestic patients. For all international patients, contact center is responsible for collecting patient information and assigning the referral to the Global Patient Services team. A large part of the Contact Center Representatives duties is to respond and appropriately route general questions and inquiries from all callers/ web inquirers to appropriate departments such as Donations, Human Resources, Medical Records, Compliance hotline, etc. The contact center representative operates in a monitored remote office setting.

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
• Fully Bilingual (verbal/written) in both English and Spanish

Nice To Haves

• Pediatric clinical experience

Responsibilities

• Handle all incoming telephone calls from providers, guardians, Shriners and other professionals and family members in a courteous and professional manner.
• Communicating 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.
• Responsible for escalating calls appropriately according to urgent call procedures.
• Clearly detail and document all communication with all callers in CRM system.
• Maintain patient confidentiality in accordance to HIPAA regulations.
• Triage patient referrals call/web forms by assessing need for urgent care.
• Handle inquiries regarding referrals and questions about eligibility requirements.
• Accurately and efficiently, gather potential patient information from referring source with superior attention to detail.
• Responsible for documenting very detailed prospective patient information (demographic information, insurance information, etc.).
• Determines & assigns all domestic patient referrals to best fit location based on patient needs & geographic location.
• Assigns 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.
• Assist 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.

Benefits

• Medical coverage on first day
• 403(b) and Roth 403(b) Retirement Saving Plan with matching contributions of up to 6% after one year of service
• Paid time off for full-time and part-time employees
• Life insurance
• Short term and long-term disability
• Flexible Spending Account (FSA) plans
• Health Savings Account (HSA) if a High Deductible Health Plan (HDHP) is elected
• Tuition reimbursement
• Home & auto insurance
• Hospitalization insurance
• Critical illness insurance
• Pet insurance

What This Job Offers

• Education Level: High school or GED