Patient Referral Coordinator - Call Center
About The Position
Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis. The Health Connections Team supports patients/clients who call for primary and specialty care services, including scheduling appointments, medication refill inquiries and assistance with managing acute and chronic health conditions. This requires each Connections PSA/Referral Coordinator to maintain positive customer interaction, as the coordinator answers incoming patient/client telephone calls regarding Eskenazi Health services. We have dedicated trainers who will assist with learning the role, with a comprehensive training for the first 3 weeks, 8:00am-4:30pm; Mon-Fri. During this timeframe new team members will be introduced to the department, systems and policies in place, role definitions and metrics as it pertains to individual productivity. Continued support is provided by both trainers, and seasoned staff who support in the PSA/Referral Coordinators II role.
Requirements
- 2 years of experience in call center, patient registration, scheduling, health information management, or other similar experience in healthcare setting required
- High School diploma or equivalent required
- Demonstrates a positive demeanor, exemplary customer service skills, and excellent oral and written communication skills, including age/education appropriate communications
- Possesses basic mathematical and analytical skills to resolve referral issues as related to physician schedules, patient care needs, and organizational standards
- Ability to establish priorities, multitask, meet deadlines, and follow written and verbal instructions
- Competency in use of standard office equipment, Windows, Word, Chrome, and Excel
Nice To Haves
- Associate’s degree is preferred
- Certificate in medical terminology highly preferred
Responsibilities
- Receives inbound and places outbound telephone triage unit patient and scheduling calls, handling a variety of calls (i.e., establishing a new patient/client well or healthcare appointments, scheduling return care appointments, and other patient/Client related requests)
- Identifies the patient within the Eskenazi Health network
- Adapts activities/behaviors to reflect and ensure adequate service appropriate to the age of the patient served, (i.e., neonatal, infant, pediatric, preschool, school-age, adolescent, adult, and geriatric)
- Provides the highest quality of customer service to patients
- Schedules appointments; enters appointment date and time
- Responds and acts quickly, giving attention to detail; escalates delays in resolving patient concerns
- Answers patient telephone inquiries regarding Eskenazi Health, Specialty Clinics and Ambulatory Care
- Obtains and verifies medical record number for existing callers; obtains and provides number for new callers; refers all inquiries to the appropriate areas of services
- Documents all inquiries for medical, legal, and statistical purposes
- Informs Connections nurse of callers with emergent symptoms for triage and serves as clinic liaison to assigned clinics
- Informs patient and/or family of the patient obligation policy, directing patient to financial counselors when patient has no coverage for ordered procedure or visits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
