Patient Access Coordinator I

Illinois Bone and Joint Institute LLC•Bourbonnais, IL

5h•Onsite

About The Position

Summary The Patient Access Coordinator I is responsible for the day-to-day activities at the Call Center to facilitate efficient operations and provide a high quality customer service experience to all callers.

Requirements

High school diploma or equivalent required
Minimum one year experience in customer service role (medical office experience is a plus)
EHR experience with Epic experience preferred
Must possess outstanding customer service skills and be detail oriented
Possess good working knowledge of Microsoft Office, Windows-based computer applications
Must have a pleasant voice and a clear manner of speaking
Proven professional written and verbal communication
Develop and maintain positive working relationships
Able to multi-task and work in a fast-paced environment
Ability to explain an extensive variety of instructions, collect data, establish facts and draw valid conclusions

Responsibilities

Placing, receiving and routing a high volume of calls through the switchboard.
Greeting callers in a compassionate, congenial and professional manner.
Providing assistance to patients and family members, answering questions and supplying accurate and up-to-date information to callers.
Relaying messages or transferring calls to appropriate staff in response to patient’s requests.
Paging physicians and/or clinical staff with emergencies.
Assisting callers in scheduling appointments according to each provider's individual protocol requirements.
Following established insurance protocols to ensure patient insurance plan is accepted by the scheduled provider
Updating patients insurance and demographic information
Scheduling patients for office visits and office procedures
Rescheduling appointments per request by patients or physicians
Transferring calls to and from the answering service.
Retrieving messages from the group message mailbox and answering service; following through on calls to completion.
Escalating patient complaints to a Patient Access Coordinator II, Call Center Manager or other appropriate manager as needed.
Adhering to the assigned work schedule; being ready to work at the scheduled time.
Maintaining knowledge of: Each physician’s specialty and scheduling preferences. PhoneTree; automated confirmation and cancellation of clinic calls. IBJI locations, physicians, and the services provided at each facility. The telephone system and answering service functions.
Completing other comparable duties and assignments as directed.
Assisting in maintaining a clean and safe work environment.