Patient Access Coordinator

Iowa Ortho•Des Moines, IA

1d•Hybrid

About The Position

Iowa Orthopedic Center is seeking a Patient Access Coordinator to serve as a first point of contact for patients by phone and help physician clinics operate smoothly. The role handles incoming, outgoing, and interoffice calls; answers general questions; schedules and reschedules appointments; and accurately documents communications and medical records. The position is hybrid after onsite training, with hours Monday through Friday, 8:00 a.m. to 5:00 p.m. The coordinator works closely with patients, clinic departments, and triage nurses to route calls and messages appropriately and support appointment scheduling needs. Iowa Ortho describes itself as a physician-owned orthopedic clinic and surgery center serving central Iowa. Candidates receiving a conditional offer must complete a criminal background check, education verification, reference checks, and an initial TB test.

Requirements

Strong customer service skills and the ability to handle large call volumes efficiently.
Excellent communication skills and the ability to maintain composure in high-pressure situations.
Ability to multitask and toggle through multiple systems and screens.
An empathetic listening style and enjoyment of helping others.
Basic understanding of health insurance.

Nice To Haves

Prior experience in a call center environment.
Prior experience in healthcare or a healthcare-related field.

Responsibilities

Use the Polycom phone system to answer incoming calls and make outbound calls.
Answer general questions and screen and route outside calls to the correct extension.
Schedule appointments in accordance with physician or department requirements.
Reschedule clinic appointments at the request of a supervisor or assigned nurse and notify appropriate departments as needed.
Take detailed messages by email when voicemail is not an option.
Recognize potential credit concerns, such as liabilities or self-pay situations, and direct them to appropriate personnel.
Recognize workers’ compensation appointments and refer them to the work comp department.
Update spreadsheets and other documentation according to procedure.
Call patients to schedule, fill appointment gaps, or reschedule appointments with urgency.
Work closely with the triage nurse to ensure calls are routed and handled appropriately within scope of practice.
Accurately document communications and information, or forward calls and messages to the appropriate people.
Complete documentation and medical records accurately and concisely.