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 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.
FLSA Status
Non-Exempt
Job Role Summary
The Connections PSA/Referral Coordinator answers incoming patient telephone inquiries regarding Eskenazi Health, Specialty Clinics and Ambulatory Care and is responsible for taking action for each call. This position is patient facing within our system and the role requires that each Coordinator maintain positive customer interaction at all times. This position reports to the Manager of Health Connections and schedules physician-ordered non-surgical procedures and tests. This is a non-benefitted position. PRNwill work anas-needed schedule in order to cover for times of higher call-volumes. Individuals interested in full time hours are encouraged and able to apply.
Essential Functions and Responsibilities
Receives and places 24/7 inbound and outbound telephone triage unit patient and scheduling calls
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 quickly to requests and takes action, giving attention to detail; explains 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
Job Requirements
High School diploma or equivalent required; Associate's degree is preferred
Post-secondary education courses or certification in business, computers, (Word, Excel, etc.) and office management
1-2 years of experience in business, health care and customer service experience, office management, or health information management of medical office setting
Certificate in medical terminology highly preferred
Must pass annual competency exams as required
Knowledge, Skills & Abilities
Exceptional knowledge of insurance and third party payers, patient billing procedures and accounts processes
Ability to multi-task, while attending to patient needs
Demonstrates a positive demeanor, exemplary customer service skills, and excellent oral and written communication skills, including age/education appropriate communications
Ability to establish priorities, meet deadlines, and follow written and verbal instructions
Ability to match, file and retrieve from an alphabetical and numerical system
Knowledge of and ability to use PC, standard office equipment, Windows, Word, Internet Explorer, Excel
Detail-oriented; possesses basic mathematical skills, and analytical skills to resolve referral issues as they relate to multiple groups including third party payers, physicians, patients and the system
Accredited by The Joint Commission and named one of the nation's 150 best places to work by Becker's Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America's best midsize employers' Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care - Center of Excellence in Women's Health, just to name a few.
