患者护理客服中心代表
Patient Care Contact Center Representative
公司简介
Shriners Children’s 是一个尊重、支持并重视彼此的组织。被《福布斯》评为2025年最佳中型企业雇主，我们致力于提供卓越的患者护理，拥抱具有全球影响力的多学科教育和研究。我们营造一个重视循证实践、经验、创新和批判性思维的学习环境。我们的同理心、诚信、责任感和韧性定义了我们在儿科专科护理领域的领导地位，为孩子们及其家庭服务。
我们在全球拥有20多家医院、门诊诊所、日间护理中心和外展地点，无论家庭的支付能力或保险状况如何，我们都为18岁以下的儿童提供优质的护理。请点击此处了解我们的地点信息。
现任员工：请登录 Workday 点击此处通过“职位中心”内部申请
职位描述
联络中心代表支持 Shriners Children’s 的全国 800 号码以及 Shriners Children’s 各地办事处，全天候（每天24小时，每周7天）接听来自国内和国际的患者转介电话以及所有 SHC 地点和部门的一般咨询电话。联络中心代表负责通过多种来源（网站表单、网站聊天机器人、电话、Epic、传真和电子邮件）接收患者转介请求，将患者和来电者的信息记录在 Salesforce 数据库中，并最终为所有国内、墨西哥国内和加拿大国内患者确定并分配最合适的地点。对于所有国际患者，联络中心负责收集患者信息并将转介分配给全球患者服务团队。联络中心代表的大部分职责是回应并适当引导所有来电者/网络咨询者的常规问题和咨询，将其转至适当的部门，如捐赠、人力资源、医疗记录、合规热线等。联络中心代表在一个受监控的远程办公环境中工作。
联络中心代表将在受监控的远程办公环境中工作。每周的工作时间是周一至周五，晚上10:30至早上7:00。
主要职责：
- 以礼貌和专业的方式处理来自供应商、监护人、Shriners 和其他专业人士及家庭成员的所有来电。
- 与潜在客户清晰、友好地沟通
查看英文原文
Company Overview
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. Please click here to learn more about our locations.
CURRENT EMPLOYEES: Please log into Workday Click Here to apply internally through the "Jobs Hub"
Job Description
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.t
- 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.Originally posted on Himalayas