Patient Care Contact Center Representative (Bilingual)

The Contact Center Representative handles all incoming telephone calls and communicates with potential patient referral sources via phone, email, and website chatbot. They respond to inquiries, answer questions, and escalate calls appropriately. The representative triages patient referral calls/web forms and gathers patient information, determining and assigning domestic patient referrals to the best fit location, and assigning international patient referrals to the Global patient services team. Further responsibilities include accepting, completing, submitting & routing Medical Record Requests on behalf of guardians/ patients and assisting with Shriners Children’s location call overflow. They also act as an afterhours messaging service and provide technical assistance.