Patient Referral Coordinator - Call Center

HHC•Indianapolis, IN

60d•Onsite

About The Position

Eskenazi Health Connections supports patients and clients seeking primary and specialty care services. The Patient Referral Coordinator answers incoming telephone calls and helps connect callers with care by scheduling appointments, responding to medication refill inquiries, and assisting with requests related to acute and chronic health conditions. Coordinators maintain positive customer interactions and refer inquiries to the appropriate service areas. The role includes a comprehensive three-week training program, Monday through Friday from 8:00 a.m. to 4:30 p.m., covering department systems and policies, role definitions, and productivity metrics. Trainers and experienced staff provide continued support. The team operates 24/7 and offers a variety of eight-hour shifts. New team members work onsite at 720 Eskenazi Avenue; working from home may be earned when attendance and performance meet individual, departmental, and organizational expectations. PRN opportunities are also available to help cover periods of higher call volume, with availability required for at least one weekend day per pay period.

Requirements

Two years of experience in a call center, patient registration, scheduling, health information management, or similar experience in a healthcare setting.
High school diploma or equivalent.
Positive demeanor and exemplary customer service skills.
Excellent oral and written communication skills, including age- and education-appropriate communication.
Basic mathematical and analytical skills for resolving referral issues related to physician schedules, patient care needs, and organizational standards.
Ability to establish priorities, multitask, meet deadlines, and follow written and verbal instructions.
Competency using standard office equipment, Windows, Word, Chrome, and Excel.
Availability for at least one weekend day per pay period for PRN coverage.

Nice To Haves

Associate’s degree preferred.
Certificate in medical terminology highly preferred.

Responsibilities

Receive inbound and place outbound telephone triage unit calls about patient care and scheduling, including new and return appointments and other patient-related requests.
Identify patients within the Eskenazi Health network.
Adapt activities and communication to provide appropriate service for patients of different ages, from neonatal through geriatric.
Provide high-quality customer service to patients.
Schedule appointments and enter appointment dates and times.
Respond promptly and with attention to detail, escalating delays in resolving patient concerns.
Answer telephone inquiries about Eskenazi Health, Specialty Clinics, and Ambulatory Care.
Obtain and verify medical record numbers for existing callers, provide numbers to new callers, and refer inquiries to appropriate service areas.
Document inquiries for medical, legal, and statistical purposes.
Inform the Connections nurse about callers with emergent symptoms and serve as a clinic liaison to assigned clinics.
Inform patients and/or their families about the patient obligation policy and direct patients without coverage for ordered procedures or visits to financial counselors.