Patient Access Representative

Job Overview

The Patient Access Representative serves as the first point of contact for patients and families at Shriners Children's, playing a critical role in facilitating timely access to care. This position is responsible for scheduling services efficiently while delivering exceptional customer service aligned with the organization's mission and values.

The Patient Access Representative communicates with patients, families, and providers to coordinate care, identify and escalate potential service delays, and support continuous process improvement. This role also partners with leadership to identify workflow enhancements and contribute innovative solutions that improve the patient experience.

This is a full-time, benefits eligible position with a compensation range of $20.64-$32.46 per hour. Compensation is determined by a combination of years of relevant experience and departmental equity.

Responsibilities

• Serve as the "front door" for Shriners Children's, assisting new and existing patients with scheduling and service inquiries
• Provide accurate, timely information to patients, families and providers to support care access
• Utilize critical thinking and healthcare knowledge to coordinate and schedule services effectively
• Exercise sound judgment to accommodate special requests from internal and external customers
• Triage incoming calls within the System Contact Center, routing appropriately while adhering to established scripts and guidelines
• Follow defined protocols and workflows across multiple platforms to ensure accurate and efficient scheduling
• Accurately collect and enter patient data, including demographics, insurance, guarantor, and clinical details
• Initiate financial clearance processes such as eligibility verification, pre-certification, and payment review
• Identify potential delays or barriers to care and escalate issues to leadership as appropriate
• Contribute to ongoing process improvement by identifying opportunities and recommending solutions.

Qualifications

Education

• High School Diploma or equivalent (GED) required
• Associates degree or higher in a relevant field preferred

Experience

• Minimum of 3 years of experience in patient access, scheduling, registration, or customer service within a healthcare setting required

Certification and Licensures

• N/A

Additional Knowledge and Skills

• Experience with Electronic Health Records (EHR), such as Epic or Cerner
• Proficiency in Microsoft 356 applications (Word, Excel, PowerPoint)
• Familiarity with contact center platforms like Cisco, Invoca, or Calabrio
• Strong communication and interpersonal skills
• Active listening and customer service orientation
• Sound judgment in escalation and problem-solving
• Ability to multitask in a fast-paced environment
• Adaptability and flexibility in a dynamic setting

Shriners Children's Chicago