#LI-Remote

Shriners Children’s is a family that respects, supports, and values each other. 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 defines us as leaders in pediatric specialty care for our children and their families.

Shriners Children's is the premier pediatric burn, orthopaedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties medical center.  We are hiring a bilingual Contact Center Representative to support our International Patient Program.  

Under the direction of the Corporate Manager International Patient Program (Corporate Manager), the Contact Center Representative is responsible for receiving patient referral requests, documenting patient information in EMR system and responding to general questions and inquiries from prospective domestic and international patients, their families and local providers. The Contact Center Representative will be working in a monitored remote office setting assisting callers in both English and Spanish.

This position will have a schedule that shifts every two weeks:

• Week 1: Monday through Friday 3:00PM - 11:30PM ET
• Week 2: Monday/Thursday/Friday 3:00PM - 11:30PM ET plus Saturday/Sunday 2:30PM - 11:00PM ET

Position responsibilities include handling all incoming telephone calls and communicating in a clear, cordial manner with potential patient referral sources; accurately and efficiently gathering potential patient information from the referring source; escalating calls appropriately according to urgent call procedures; and documenting very detailed prospective patient informiaton (demographic information, insurance information, etc.)

Experience Required/Preferred:

• 2 years of experience working within a medical practice environment required
• Bilingual English/Spanish required
• Strong customer service skills required
• Organizational skills with attention to detail required
• Ability to handle confidential information with discretion and judgment required
• Sensitivity to patient and family needs required, including the ability to manage difficult/emotional caller situations.
• Medical terminology experience preferred. 

Education Required:

• High School/GED required.