Patient Access Representative

Company Overview

Why Shriners Children’s?

Shriners Children's is the premier pediatric burn, orthopedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties healthcare system. With multiple 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. Our mission is to change and improve lives by caring for our patients, conducting research to gain knowledge and develop new treatments, and providing educational opportunities for physicians and other healthcare professionals.

• Ranked top Midsized Employer by Forbes and Statistica Inc. (2025)
• 4 locations ranked on S. News & World Report’s list of Best Children’s Hospitals for pediatric orthopedics
• Winner of 9 Press Ganey Awards for Patient Experience (2025)
• $20 million in annual funding for innovative research in genomics, clinical motional analysis, and other forms of translational research.

Benefits

• Medical, Dental, and Vision Insurance: Health Savings Account (HSA) and Flexible Spending Account (FSA) options available
• 403(b) Retirement Savings Plan with generous employer match
• Public Service Loan Forgiveness (PSLF) eligibility
• Tuition Reimbursement
• Basic Life/AD&D and Short-Term Disability Insurance provided at no cost
• Paid Time Off (PTO) and Wellness Time
• Voluntary Benefits: Long Term Disability Insurance, Critical Illness/Accident Insurance, hospital indemnity coverage, identity theft protection, and more.

All employees are eligible to enroll in medical coverage starting on their first day. Other benefit elections may vary based on eligibility and location.

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