Patient Services Representative

Shriners Hospitals for Children; Spokane (WA); On-site; USD 28,000 - 42,000; Full time

Job summary

Shriners Hospitals for Children in Spokane seeks a Patient Services Representative to be the first point of contact for patients and families, ensuring timely, accurate, and compassionate communication. You will coordinate with clinical and administrative teams and support smooth operational workflows in the physician practice.

The role requires 1-2 years in patient access or similar healthcare service, strong communication skills, and proficiency with EHR systems.

Qualifications

• 1-2 years in patient access, scheduling, registration, or customer service in healthcare.
• Strong verbal and written communication.
• Familiarity with hospital operations, insurance systems, and scheduling platforms.
• Understanding of patient privacy laws and 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 elevate 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

Patient access

Scheduling

Registration

Customer service

Healthcare environment

Verbal communication

Written communication

HIPAA knowledge

EHR familiarity

Education

High School Diploma or GED

Tools

EHR platforms

Scheduling software

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.

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.

Please click here to learn more about our locations.

Job Description

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 elevate 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.