Contact Center Representative at Shriners Hospitals for Children

Contact Center Representative (Weekday Overnight Shift)

Job Location US-Remote




International Patient

Position Type

Regular Full-Time

Company Overview

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.

The weekly schedule for this position is: Monday thru Friday 11PM – 7:30AM ET

Shriners Hospitals for Children is an EOE/Drug-Free, Smoke-Free Workplace


Position Responsibilities:

Communications 50%

  • Handle all incoming telephone calls in a courteous and professional manner
  • Communicate in a clear, cordial manner regarding potential patient referral sources via phone
  • Respond efficiently and accurately answering questions and offering additional information, as requested or needed
  • Gather potential patient information from referring source accurately and efficiently
  • Maintain patient confidentiality in accordance with HIPAA regulation

Referral Management 50%

  • Escalate calls appropriately according to urgent call procedures
  • Document very detailed prospective patient information (demographic information, insurance information, etc.)
  • Assign all domestic patient referrals to best-fit location, based on patient needs
  • Assign all international patient referrals to International Patient Referral Specialists


Experience Required/Preferred:

  • 2 years of medical practice environment work experience required
  • 1 year of medical terminology knowledge and experience preferred
  • Fully bilingual in English plus second language required
  • Spanish, French or Portuguese highly preferred

Education Required/Preferred:

  • High School Degree / GED required

Knowledge, Skills & Abilities

  • Knowledge of multi-line phone system
  • Proficient in computers and relevant software applications and practice
  • Knowledge of customer service principles and practices
  • Demonstrated initiative and strong organizational skills
  • Exceptional interpersonal communication skills
  • Ability to work independently on assigned tasks as well as to accept direction
  • Handles confidential information and/or issues using discretion and judgment
  • Exceptional attention to detail
  • Commitment to maintaining a positive experience for the caller
  • Problem Solving – Identifies and resolves problems in a timely manner
  • Gathers and analyzes information skillfully
  • Manages difficult or emotional caller situations
  • Responds promptly to patient needs

Current full Covid vaccination status required