Job Description

Contact Center Representative (Bilingual) Location Remote : Company Overview: #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. Job Overview: 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. The schedule for the position will be the Monday thru Friday midday shift (11AM - 7:30PM ET or 12PM - 8:30PM ET). Employee may need to work on a weekend or overnight to help with department coverage. Responsibilities: 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.) Qualifications: The ideal candidate will have 2 years of experience working within a medical practice environment. 1 year of medical terminology knowledge and experience preferred. Full bilingual English/Spanish (verbal and written) is required and critical for this role. High School/GED required. Key skills for this position include strong customer service skills, organizational skills with attention to detail, ability to handle confidential information with discretion and judgment, and sensitivity to patient and family needs with the ability to manage difficult / emotional caller situations.

Job Tags

Full time, Work at office, Local area, Monday to Friday, Shift work, Night shift, Weekend work,

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