Patient Services Representative - Full Time

The Patient Services Representative serves as the first point of contact for patients and families. This role ensures timely, accurate, and compassionate communication while addressing patient inquiries, and coordinating with clinical and administrative teams. The representative is responsible for providing exceptional customer service, maintaining patient confidentiality, and supporting smooth operational workflows within the physician practice.

This position is full time, non-exempt and health insurance eligible.

Compensation is determined based on relevant experience and department equity. 

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

Please note, while Shriners Children’s has established expectations and leading practices for many daily workflows, duties and responsibilities, these are not all inclusive and are subject to change based on the needs of the organization

• High School Diploma or equivalent (GED) required

• 1-2 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment required