Patient Services Coordinator II

Description

Job Title: Patient Access Coordinator II

Job Description

Organizational Profile

Founded in 1991, IBJI is the largest orthopedic group practice in Illinois. With more than 150 physicians in every orthopedic specialty, IBJI offers care for adults and children from some of the most accomplished and respected orthopedists in the country. Serving northern Illinois and northwest Indiana with over 100 locations, IBJI makes it easy to access care. Our headquarters is in Park Ridge, Illinois, a northwest suburb of Chicago. Our clinical services include advanced MRI imaging, pain management, non-surgical and surgical treatment plans, rheumatology, physical therapy, occupational therapy, wellness, and sports training. Ortho Access walk-in clinics provide same day care for orthopedic injuries. Beginning in 2021, IBJI expanded its clinical model to include eight outpatient ambulatory surgery centers that serve as an alternative to the traditional hospital model, enabling physicians, therapists and staff to work closely together to achieve better patient outcomes and convenience. Comprehensive care offered all in one place enables physicians, therapists and staff to work closely together, so that patients and families achieve better outcomes. Collaborative care is also more efficient. In many cases, IBJI services are substantially less expensive than those provided by large healthcare systems and emergency rooms.

Summary

Responsible for the day-to-day activities at the Call Center to facilitate efficient operations, provide and model high quality customer service experience to callers, assist with new hire training, and escalate patient complaints.

Responsibilities

• •Placing, receiving and routing a high volume of calls through the switchboard
• •Greeting callers in a compassionate, congenial and professional manner
• •Providing assistance to patients and family members, answering questions and supplying accurate and up-to-date information to callers
• •Relaying messages or transferring calls to appropriate staff in response to patient’s requests.
• •Paging physicians and/or clinical staff with emergencies
• •Assisting callers in scheduling appointments according to each provider's individual protocol requirements
• •Following established insurance protocols to ensure patient insurance plan is accepted by the scheduled provider
• •Updating patients insurance and demographic information
• •Scheduling patients for office visits and office procedures
• •Rescheduling appointments per request by patients or physicians
• •Transferring calls to and from the answering service
• •Retrieving messages from the group message mailbox and answering service; following through on calls to completion
• •Assisting with on-the-job training of new employees
• •Escalating patient complaints to the Call Center Manager or other appropriate manager as needed
• •Adhering to the assigned work schedule; being ready to work at the scheduled time
• •Completing other comparable duties and assignments as directed
• •Assisting in maintaining a clean and safe work environment
• •Maintain a clean and safe work environment
• •Other duties as assigned

Maintaining knowledge of

• •Each physician’s specialty and scheduling preferences
• •PhoneTree; automated confirmation and cancellation of clinic calls
• •IBJI locations, physicians, and the services provided at each facility
• •The telephone system and answering service functions

Environmental/Working Conditions

• •Must be available to work a flexible schedule to meet the demands of a changing scheduling environment and accommodate the needs of the practice
• •Work is performed in an office environment and involves frequent contact with physicians, staff, patients, and the public
• •Work may be stressful at times
• •Contact may involve dealing with angry or upset people

Requirements

Requirements

Education

• •High school diploma or equivalent required
• •Associates degree preferred (healthcare related field a plus)

Certifications/Licensure

Not applicable

Experience

• •Minimum 3 years of customer service experience preferred
• •Minimum 1 year in a patient services related role required

Technical Skills

• •Possess good working knowledge of Microsoft Office, Windows-based computer applications
• •EHR experience, Epic experience is preferred

Soft Skills

• •Must possess outstanding customer service skills and be detail oriented
• •Must have a pleasant voice and a clear manner of speaking
• •Proven professional written and verbal communication skills
• •Develop and maintain positive working relationships
• •Able to multi-task and work in a fast-paced environment
• •Ability to explain an extensive variety of instructions, collect data, establish facts and draw valid conclusions

Physical Requirements

• •Work may require hand dexterity for office machine operation; using a calculator and/or computer keyboard.
• •Physical demands may also include, stooping, bending or reaching to files and supplies, wearing a headset, mobility to complete errands or deliveries, sitting for extended periods of time and viewing a computer monitor.

This description is intended to provide only basic guidelines for meeting job requirements. Duties and responsibilities, experience, qualifications, skills, supervisory relationship, physical/mental demands, and environmental/ working conditions may change as needs evolve.

Base salary offers for this position may vary based on factors such as location, skills and relevant experience. We offer the following benefits to those who are benefit eligible (30+ hours a week): medical, dental, vision, life and AD&D insurance, long and short term disability, 401k program with company match and profit sharing, wellness program, health savings accounts, flexible savings accounts, ID protection plan and accident, critical illness and hospital benefits. In addition, we offer paid holidays and paid time off.

**Illinois Bone and Joint Institute, LLC is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need, without regard to race, color, religion, age, sex, national origin, disability status, military or veteran status, sexual orientation, gender identity and expression, or any other characteristic protected by federal, state or local laws. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment.