Global Patient Services Specialist

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.

All employees are eligible for medical coverage on their first day! In addition, upon hire all employees are eligible for a 403(b) and Roth 403 (b) Retirement Saving Plan with matching contributions of up to 6% after one year of service. Employees in a FT or PT status (40+ hours per pay period) will also be eligible for paid time off, life insurance, short term and long-term disability and the Flexible Spending Account (FSA) plans and a Health Savings Account (HSA) if a High Deductible Health Plan (HDHP) is elected. Additional benefits available to FT and PT employees include tuition reimbursement, home & auto, hospitalization, critical illness, pet insurance and much more! Coverage is available to employees and their qualified dependents in accordance with the plans. Benefits may vary based on state law.

Job Overview

The Specialist, Global Patient Services works collaboratively with a supervising Coordinator, Global Patient Services to complete all requirements for patients referred for care from an assigned international geographic region. The Specialist works closely with patients’ families, Shriners, and other referral sources to build medical files and complete required documentation, including consents and legal authorizations. The Specialist presents all relevant information about international patients’ cases to a centralized clinical professional for chart review. The Specialist informs patients’ guardians and other referral sources of denials and initial clinical clearances. Specialists offer international patient cases to SHC locations for physician assessments as well as initiate families’ financial assessments to determine need for sponsorship. At this point, the Specialist transfers primary responsibility for patients to his/her regional Coordinator and remains in a supporting position until patients arrive at SHC locations. Specialists also support international outreach clinics, research, training and education initiatives in their assigned regions.

A key responsibility of the Coordinator’s role is his/her assigned rotation in the department’s 24/7 on-call schedule for acute patient referrals, working closely with International Care Strategy department leadership and SHC site leadership. This entails oversight of case preparation, location assignment, clinical review (including establishing doctor-to-doctor calls and supporting English translation of medical reports), SHC location acceptance and corporate executive approval. As a rotating on-call point person, Coordinators identify, evaluate and determine best-fit air ambulance providers as well as financial sponsors in support of the transfer to the point of arrival at SHC location. Thorough and accurate documentation of acute of nonacute patient processes and communications is a primary responsibility.

Responsibilities

• Screens international patient referrals and determines if patient conditions are within Shriners Children’s scope of care. Triages referrals and applications by assessing need for urgent care. Analyzes divorce degrees and custody orders to determine patient guardianship.
• Is the central point of contact for international patient families and other referral sources in gathering documentation, medical reports, and images to create complete patient cases. This includes determining and explaining to referral sources information needed for each clinical case, assisting families in completing required forms accurately as well as working with Shriners and others in-country to obtain recent imaging and medical evaluations.
• Accurately uploads patient records and documents into SalesForce, including notes on interactions with families, in-country medical resources, members of Shrine temples, and other referral sources.
• Presents patient cases to Shriners Children’s clinical professionals for clinical acceptance or denial. Informs referral sources and families of patients’ clinical acceptances and denials in a compassionate professional manner. Participates in video visits as appropriate for clinical acceptance.
• Initiates financial assessment for international patient travel to US and collects all associated documents & forms to prepare case for handoff to regional Coordinator.
• Assists with document translation & telephone interpretation with non-English speaking families and referral sources. Translates basic patient-related documentation at the request of specialists and other SHC location staff. Assists SHC employees in understanding cultural differences and how language barriers may impact patient care and overall outcomes. Manages concerns related to international patient referrals and escalates to Coordinator or Manager as necessary to ensure client & staff satisfaction.
• Supports outreach clinic activities in designated region including patient document collection, planning, scheduling and communicating directions/ appointments with families.

This is not an all-inclusive list of this job’s responsibilities. The incumbent may be required to perform other related duties and participate in special projects as assigned.

Qualifications

Required:

• 3 years of work experience in a healthcare setting
• Bilingual fluency (English and Spanish)
• Proficiency in medical terminology.
• Proficiency in computers, especially in Microsoft Office.
• Ability to relate to patients from various countries and backgrounds and to respond to their needs demonstrating a great deal of cultural awareness and sensitivity
• 2 years of college, or equivalent work experience in a related field in lieu of college

Preferred:

• Bachelor's degree, or equivalent work experience in a related field in lieu of degree