Patient Services Representative

Shriners Children’s Hospital; Spokane (WA); On-site; USD 28,000 - 42,000; Full time

Job summary

Shriners Children’s Hospital in Spokane, WA is seeking a Patient Services Representative to be the first point of contact for patients and families. You will handle inquiries, schedule and update appointments, and document interactions in the EHR with care and confidentiality.

Join a team focused on compassionate care, efficient workflows, and strong patient relationships, while adhering to HIPAA and HIPAA-based privacy standards in a fast-paced outpatient setting.

Qualifications

• 1-2 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment
• Strong verbal and written communication skills
• Proficiency in computer systems, including scheduling and EHR platforms
• Strong organizational and multitasking skills in a fast-paced environment
• Familiarity with hospital operations, insurance systems, medical terminology, and scheduling platforms
• Understanding of patient privacy laws and application of HIPAA guidelines

Responsibilities

• Respond to patient and family inquiries with professionalism and empathy
• Provide accurate information regarding services, appointments, directions, and clinic processes
• Triage urgent calls according to established protocols and escalated as appropriate
• Accurately documents all patient interactions in the electronic health record (EHR)
• Demonstrate active listening and clear communication to reduce misunderstandings and improve patient satisfaction
• Schedule, confirm, cancel, and reschedule patient appointments in alignment with clinic guidelines and scripts
• Verify and update patient demographics, insurance information, and authorizations
• Route messages and requests to the appropriate clinical or administrative staff
• Maintain compliance with HIPAA and organizational privacy standards
• Attend required meetings, in-services, and complete ongoing education, and competency training
• Engage in team meetings and contribute to process improvement initiatives
• Demonstrate flexibility in adapting to changes in policies, technologies, and scheduling needs
• Uphold a patient-centered approach and model organizational values in all interactions

Skills

Healthcare scheduling experience

Customer service

Verbal and written communication

EHR systems proficiency

HIPAA compliance

Multitasking in fast-paced environment

Teamwork and collaboration

Education

High School Diploma or GED

Tools

Scheduling platforms

Job description

Company Overview

Shriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, 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 define us as leaders in pediatric specialty care for our children and their families. With 20+ 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.

The Patient Services Representative serves as the first point of contact for patients and families. This role ensures timely, accurate, and compassionate communication while addressing patient inquiries, and coordinating with clinical and administrative teams. The representative is responsible for providing exceptional customer service, maintaining patient confidentiality, and supporting smooth operational workflows within the physician practice.

Key Responsibilities

• Respond to patient and family inquiries with professionalism and empathy.
• Provide accurate information regarding services, appointments, directions, and clinic processes.
• Triage urgent calls according to established protocols and escalated as appropriate.
• Accurately documents all patient interactions in the electronic health record (EHR).
• Demonstrate active listening and clear communication to reduce misunderstandings and improve patient satisfaction.
• Schedule, confirm, cancel, and reschedule patient appointments in alignment with clinic guidelines and scripts.
• Verify and update patient demographics, insurance information, and authorizations.
• Route messages and requests to the appropriate clinical or administrative staff.
• Maintain compliance with HIPAA and organizational privacy standards.
• Attend required meetings, in‑services, and complete ongoing education, and competency training
• Engage in team meetings and contribute to process improvement initiatives.
• Demonstrate flexibility in adapting to changes in policies, technologies, and scheduling needs.
• Uphold a patient‑centered approach and model organizational values in all interactions.

Required Qualifications

• High School Diploma or equivalent (GED)
• 1-2 years of experience in patient access, scheduling, registration, or customer service in a healthcare environment
• Strong verbal and written communication skills.
• Proficiency in computer systems, including scheduling and EHR platforms.
• Strong organizational and multitasking skills in a fast-paced environment
• Effective verbal and written communication, including customer service and public interaction
• Familiarity with hospital operations, insurance systems, medical terminology, and scheduling platforms
• Understanding of patient privacy laws and application of HIPAA guidelines

The pay range for this position is $20.16-$30.25/hourly. Compensation is determined based on years of relevant experience and departmental equity.

Every day, we provide innovative, compassionate care and conduct leading research that enhances the quality of life for children and their families. We invite you to explore the many rewarding career paths at Shriners Children's, from clinical and non‑clinical positions to education and research opportunities. We’re always looking for driven, compassionate professionals to join our team as nurses, physical therapists, medical assistants, administrative staff and much more.

No matter where you're located, you'll find openings at our Shriners Children’s facilities across the U.S., in Canada and Mexico and at our corporate headquarters in Tampa, Florida.

Eligible Shriners Children’s employees receive comprehensive benefits packages, including medical, dental and vision insurance, tuition assistance, retirement matching and so much more!