Patient Care Contact Center Representative

About the Role

Shiners Children’s is a mission-driven pediatric specialty healthcare organization committed to excellent patient care, multidisciplinary learning, and research with worldwide influence. The culture emphasizes evidence-based practice, innovation, experience, accountability, compassion, integrity, and resilience. The organization was recognized by Forbes as the best mid-sized employer in 2025.

Work Schedule and Setting

This is a remote role in a monitored office environment. The assigned schedule is Monday through Friday, overnight from 11:00 PM to 7:00 AM.

What You Will Do

The Contact Center Representative serves Shriners Children’s national 800 number and supports locations across the system by handling inbound domestic and international patient referral calls along with general inquiries from patients, families, providers, and other callers. Requests arrive through multiple channels, including website web forms, website chat, phone, Epic, fax, and email. The role requires accurate documentation in Salesforce and routing referrals to the right location or team based on geography, patient needs, and referral type.

• Answer incoming calls from providers, guardians, families, Shriners, and other professionals in a courteous, professional manner.
• Communicate clearly with referral sources by phone, email, and chatbot.
• Respond to questions and direct callers to the correct department when needed.
• Escalate urgent calls according to established procedures.
• Record all interactions carefully in the CRM system.
• Protect patient confidentiality in line with HIPAA requirements.
• Triage referral calls and web forms to identify urgent care needs.
• Review eligibility questions and gather detailed patient and referral information.
• Capture demographics, insurance details, and other prospective patient data with strong attention to accuracy.
• Assign domestic referrals to the most appropriate Shriners Children’s location based on need and geography.
• Route international referrals to the Global Patient Services team.
• Process and distribute referrals submitted through web forms, Epic requests, and email in a timely way.
• Handle medical record requests on behalf of patients and guardians.
• Support call overflow for up to 23 Shriners Children’s locations.
• Serve as an after-hours messaging service for up to 23 locations.
• Search for, verify, and update contact information in CRM and EMR systems.
• Use patient retention approaches for denied or withdrawn cases, including options such as location transfer and transport support.
• Provide technical support to international families using the Customer Communities system.
• Take on other related duties and special projects as assigned.

Required Experience and Qualifications

Applicants need prior experience in a healthcare office environment, familiarity with medical terminology, a solid grasp of customer service principles, and a high school diploma or GED. Pediatric clinical experience and bilingual English-Spanish fluency are preferred.

Benefits

Medical coverage begins on the first day of employment. Employees are also eligible for a 403(b) and Roth 403(b) retirement savings plan with employer matching up to 6% after one year of service. Full-time and part-time employees working 40 or more hours per pay period may receive paid time off, life insurance, short-term and long-term disability, FSA plans, and an HSA when enrolled in an HDHP. Additional benefits may include tuition reimbursement, home and auto coverage, hospitalization, critical illness, pet insurance, and more. Coverage extends to employees and qualified dependents according to plan terms, and benefits may differ by state law.

Additional Information

The role supports patient referrals, general inquiries, and location overflow across the organization’s network. Work is performed in a monitored remote setting and involves communication with both domestic and international contacts.