Patient Services Representative

Shriners Children's•Salt Lake City, UT

19d

About The Position

The Patient Services Representative serves as the first point of contact for patients and families, providing timely, accurate, and compassionate communication and coordinating with clinical and administrative teams. The role supports exceptional customer service, patient confidentiality, and smooth operational workflows within the physician practice.

Requirements

High school diploma or equivalent (GED).
1–2 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment.

Responsibilities

Respond to patient and family inquiries with professionalism and empathy.
Provide accurate information about services, appointments, directions, and clinic processes.
Triage urgent calls according to established protocols and escalate as appropriate.
Accurately document patient interactions in the electronic health record (EHR).
Use 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 appropriate clinical or administrative staff.
Maintain compliance with HIPAA and organizational privacy standards.
Attend required meetings and in-services, and complete ongoing education and competency training.
Engage in team meetings and contribute to process improvement initiatives.
Adapt to changes in policies, technologies, and scheduling needs.
Uphold a patient-centered approach and model organizational values in all interactions.