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.
• 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.