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Form of workJob Description
The Patient Access Center serves as IU Health Physicians central service center and is a key source of general health and clinical program information and support for the organization. Under general supervision and according to established policies and procedures, the Specialist - Physician Referral Services is responsible for providing accurate and efficient referral coordination for patients being referred by IU Health Physicians physician and/or advanced practice providers, into primary care and/or specialty care practices. The Specialist would be responsible for, but not limited to, making outbound calls to patients and/or physician offices to obtain referral preferences and to obtain appointment details. Taking general inbound calls from the Referral/Appointment Navigation mainline is required, providing high levels of customer service when assisting customers. This position works in a variety of electronic healthcare systems and is directly responsible for, but not limited to, explaining policies of the organization and department, providing general information, reviewing health information via Electronic Medical Record (EMR), scheduling appointments, registering patients, communication to the clinic staff via the EMR and/or the telephone, facilitating access to nurse triage via EMR or live transfer if necessary, and functioning to support and provide immediate access and resolution for patients calling for Referral Services. This position serves as consultation and referral support for the Referral Team, as part of the Patient Access Center.
REQUIREMENTS
•Requires high school diploma or equivalent.
•Dynamic, enthusiastic and highly customer service focused with excellent verbal and written communication skills.
•Two years of customer service experience is required.
•Previous medical office referral coordination experience desired, experience in the medical field is required.
•Requires database and electronic medical record experience; E-Centaurus, Cerner, Careweb preferred.
•Experience with precertification and referral management for insurance plans is preferred.
•Strong interpersonal skills required.
•Requires ability to perform multiple tasks concurrently with attention to detail, accuracy and organization.
•Requires knowledge of medical terminology.
•Requires ability to handle confidential information.
•Requires good time management.
•Requires experience with a multi-line phone, data entry.
•Requires ability to thoroughly acquire knowledge of the organization physicians; programs; and services.
•Requires ability to deal with all levels of staff; including physicians; hospital administrators, patients, and nursing staff in an efficient and professional manner.
•Requires ability to assess problems and make decisions.
•Requires ability to take initiative and meet objectives.
•Requires ability to promote teamwork.
•Requires the flexibility to work evening and weekend hours to support the referrals coming into the health system.
About Us
About the Team
Indiana University Health is Indiana's most comprehensive health system, with 16 hospitals and more than 34,000 team members serving Hoosiers across the state. We're looking for team members who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day.
The Patient Access Center serves as IU Health Physicians central service center and is a key source of general health and clinical program information and support for the organization. Under general supervision and according to established policies and procedures, the Specialist - Physician Referral Services is responsible for providing accurate and efficient referral coordination for patients being referred by IU Health Physicians physician and/or advanced practice providers, into primary care and/or specialty care practices. The Specialist would be responsible for, but not limited to, making outbound calls to patients and/or physician offices to obtain referral preferences and to obtain appointment details. Taking general inbound calls from the Referral/Appointment Navigation mainline is required, providing high levels of customer service when assisting customers. This position works in a variety of electronic healthcare systems and is directly responsible for, but not limited to, explaining policies of the organization and department, providing general information, reviewing health information via Electronic Medical Record (EMR), scheduling appointments, registering patients, communication to the clinic staff via the EMR and/or the telephone, facilitating access to nurse triage via EMR or live transfer if necessary, and functioning to support and provide immediate access and resolution for patients calling for Referral Services. This position serves as consultation and referral support for the Referral Team, as part of the Patient Access Center.
REQUIREMENTS
•Requires high school diploma or equivalent.
•Dynamic, enthusiastic and highly customer service focused with excellent verbal and written communication skills.
•Two years of customer service experience is required.
•Previous medical office referral coordination experience desired, experience in the medical field is required.
•Requires database and electronic medical record experience; E-Centaurus, Cerner, Careweb preferred.
•Experience with precertification and referral management for insurance plans is preferred.
•Strong interpersonal skills required.
•Requires ability to perform multiple tasks concurrently with attention to detail, accuracy and organization.
•Requires knowledge of medical terminology.
•Requires ability to handle confidential information.
•Requires good time management.
•Requires experience with a multi-line phone, data entry.
•Requires ability to thoroughly acquire knowledge of the organization physicians; programs; and services.
•Requires ability to deal with all levels of staff; including physicians; hospital administrators, patients, and nursing staff in an efficient and professional manner.
•Requires ability to assess problems and make decisions.
•Requires ability to take initiative and meet objectives.
•Requires ability to promote teamwork.
•Requires the flexibility to work evening and weekend hours to support the referrals coming into the health system.
About Us
- Indiana University Health has more than 34,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we're home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
- Indiana University Health is Indiana's most comprehensive healthcare system with hospitals and specialties ranked among the nation's best by U.S. News & World Report.
- A unique partnership with the Indiana University School of Medicine - one of the nation's largest medical schools - gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training - advancing healthcare for all.
- With 16 hospitals, including eight with Magnet designation and five with Pathways to Excellence designation, our team members are leading the way through excellence.
- At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
- Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation's healthiest states.
About the Team
Indiana University Health is Indiana's most comprehensive health system, with 16 hospitals and more than 34,000 team members serving Hoosiers across the state. We're looking for team members who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day.
