Patient Access Coordinator II

Illinois Bone and Joint Institute LLC•Park Ridge, IL

2d•$19 - $24

About The Position

The Patient Access Coordinator II is responsible for day-to-day Call Center activities, supporting efficient operations and delivering and modeling high-quality customer service. The position assists with new-hire training and escalates patient complaints. It involves frequent contact with physicians, staff, patients, and the public in an office environment, where work may be stressful and interactions may include angry or upset people. The role requires schedule flexibility to meet changing scheduling demands and practice needs.

Requirements

High school diploma or equivalent required.
At least 1 year of experience in a patient-services-related role required.
Good working knowledge of Microsoft Office and Windows-based computer applications.
Outstanding customer service skills and attention to detail.
Pleasant voice and clear manner of speaking.
Professional written and verbal communication skills.
Ability to develop and maintain positive working relationships.
Ability to multitask and work in a fast-paced environment.
Ability to explain a wide variety of instructions, collect data, establish facts, and draw valid conclusions.

Nice To Haves

Associate degree preferred; a healthcare-related field is a plus.
At least 3 years of customer service experience preferred.
EHR experience; Epic experience preferred.

Responsibilities

Place, receive, and route a high volume of calls through the switchboard.
Greet callers in a compassionate, congenial, and professional manner.
Assist patients and family members, answer questions, and provide accurate, up-to-date information.
Relay messages or transfer calls to appropriate staff in response to patient requests.
Page physicians and/or clinical staff in emergencies.
Assist callers with scheduling appointments according to each provider’s individual protocol requirements.
Follow established insurance protocols to ensure a patient’s insurance plan is accepted by the scheduled provider.
Update patients’ insurance and demographic information.
Schedule patients for office visits and office procedures.
Reschedule appointments at the request of patients or physicians.
Transfer calls to and from the answering service.
Retrieve messages from the group message mailbox and answering service, and follow through on calls to completion.
Assist with on-the-job training of new employees.
Escalate patient complaints to the Call Center Manager or another appropriate manager as needed.
Adhere to the assigned work schedule and be ready to work at the scheduled time.
Complete other comparable duties and assignments as directed, including other duties as assigned.
Help maintain a clean and safe work environment.
Maintain knowledge of each physician’s specialty and scheduling preferences; PhoneTree automated clinic-call confirmations and cancellations; IBJI locations, physicians, and services at each facility; and telephone system and answering service functions.