Patient Intake Coordinator

The US Oncology Network•Peoria, IL

8d•Onsite

About The Position

Illinois CancerCare is seeking a full-time Patient Intake Coordinator for their New Patient Scheduling team. This role is responsible for managing the initial process for new patients, including scheduling appointments and coordinating necessary details. The coordinator will also communicate information to referring providers and internal staff to ensure smooth care coordination.

Requirements

High School Diploma or GED required
Two (2) years call center-related, referral management and/or patient access experience in healthcare preferred with progressive responsibility or equivalent combination of education and work experience.
Experience with Microsoft Office Products (Outlook, Word, Teams, and Excel) required.
Knowledge of medical terminology, insurance processes, and HIPAA compliance.
Strong communication and active listening skills, with empathy and patience.
Ability to handle high call volumes while maintaining quality service.
Must successfully complete required onboarding courses and on-demand training within 45 days of occupying position.
Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology.
Experience with Electronic Medical Record (EMR), referral management, and practice management systems.
Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.

Nice To Haves

Progressive responsibility in call center-related, referral management and/or patient access experience in healthcare
Experience with Electronic Medical Record (EMR), referral management, and practice management systems.

Responsibilities

Serve as the first point of contact for new patients, delivering exceptional customer service and creating a welcoming experience across all communication channels.
Manage high volumes of inbound and outbound calls with professionalism, empathy, and efficiency, ensuring each interaction reflects the organization’s standards.
Collect and verify patient demographic, insurance, referral, and pre-visit information with accuracy and attention to detail.
Clearly communicate appointment logistics, including time, location, directions, and preparation instructions, to ensure patients are well-informed and prepared.
Document all call interactions and updates in the applicable system in real time, following established protocols and documentation standards.
Resolve patient inquiries, concerns, and complaints promptly and effectively, using sound judgment and escalation protocols when necessary.
Consistently meet or exceed key performance indicators (KPIs), including average call handling time, first-call resolution, and patient satisfaction scores.
Collaborate with clinical and administrative teams to ensure seamless coordination of care and scheduling accuracy.
Maintain up-to-date and complete patient records, ensuring data integrity and compliance with HIPAA and all applicable healthcare regulations.
Escalate complex or sensitive issues to the appropriate department or supervisor for timely resolution.
Uphold organizational policies and compliance standards in every interaction, ensuring patient confidentiality and regulatory adherence.
Support additional administrative or operational tasks as assigned, contributing to the overall efficiency of the call center team.
Other duties as requested or assigned.