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Shriners Children's is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for our children and their families.

With 20+ hospitals, outpatient clinics, ambulatory care centers and outreach locations across the globe, we provide excellent care to children up to age 18 regardless of their family's ability to pay or insurance status.

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.

The Contact Center Representative will be working in a monitored remote office setting. The weekly schedule is Monday thru Friday 10:30PM - 7:00AM.

Key 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.

Required Qualifications:

• 2 years of work experience in a healthcare office setting
• 1 year of medical terminology experience
• Knowledge of customer service principles and practices
• Fully bilingual in English plus second language (Spanish, French, Portuguese, Arabic - Spanish is highly preferred)
• High School Diploma/GED

Preferred Qualifications:

• Pediatric clinical experience

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