Patient Service Asst./Referral Coord. I - Health Connections Call Center

Date: Jan 14, 2022

Location: Indianapolis, US, 46202

Organization: HHC

Division:Eskenazi Health  

Sub-Division: Hospital  

Req ID:  9327 


Schedule: Full Time 

Shift: Days 


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.




Job Role Summary

The Connections PSA/Referral Coordinator I answers incoming patient telephone inquiries regarding Eskenazi Health, Specialty Clinics, and Ambulatory Care and is responsible for taking action on each call. This position is patient facing within our system and the role requires that each PSA/Coordinator maintain positive customer and employee interactions at all times. This position reports to the Connections Manager.

Essential Functions and Responsibilities

  • Receives and places inbound and outbound telephonic triage and appointment scheduling phone calls
  • Answers patient telephone inquiries regarding Eskenazi Health, Specialty Clinics, and Ambulatory Care
  • Identifies the patient within the Eskenazi Health network
  • Obtains and verifies medical record number for existing patients; obtains and provides medical record number for new patients, refers all inquiries to the appropriate area(s) of service
  • 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/reschedules appointments; recording accurate appointment date and time and relaying information to the patient
  • Ensure that received referrals are addressed in a timely manner, prioritizing urgent items appropriately
  • Act as point of contact and provide direct access to patients and providers with questions or concerns surrounding referrals or authorizations
  • Informs Connections’ triage nurse of callers with emergent symptoms for triage and serves as clinic liaison to assigned clinics
  • Responds quickly to requests and takes immediate action, giving attention to detail; thoroughly explains delays in resolving patient concerns
  • Documents all inquiries accurately for medical, legal, and statistical purposes
  • Informs patient and/or family of the patient obligation policy and directs patient to financial counselors when patient has no coverage for ordered procedure or visits

Job Requirements

 Over a (1) year of experience in business, health care and customer service experience, office management, or health information management of medical office setting. 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 highly preferred
  • Certificate in medical terminology highly preferred




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.


Nearest Major Market: Indianapolis