Patient Access Coordinator I

Job Title: Patient Access Coordinator I

Job Description

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 and sports training. Ortho Access walk-in clinics provide same day care for orthopedic injuries. 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 many cases IBJI services are substantially less expensive than those provided by large healthcare systems and emergency rooms.

Summary

The Patient Access Coordinator I is responsible for the day-to-day activities at the Call Center to facilitate efficient operations and provide a high quality customer service experience to all callers.

Responsibilities

• Duties and responsibilities include but are not limited to:
• 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 patients requests.
• Paging physicians and/or clinical staff with emergencies.
• Assisting callers in scheduling appointments according to each providers 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.
• Escalating patient complaints to a Patient Access Coordinator II Call
• Center Manager or other appropriate manager as needed.
• Adhering to the assigned work schedule; being ready to work at the scheduled time.
• Maintaining knowledge of:
• Each physicians 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.
• 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.

Requirements

Education

• High school diploma or equivalent required

Certifications/Licensure

• Not applicable

Experience

• Minimum one year experience in customer service role (medical office experience is a plus)
• EHR experience with Epic experience preferred

Technical Skills

• Possess good working knowledge of Microsoft Office Windows-based computer applications

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
• 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

• Stand or sit for extended periods of time
• 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 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.