PSA/REFERRAL COORDINATOR I (90000169)

FLSA Status

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
o    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

•    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
•    2 years of experience in call center, patient registration, scheduling, health information management, or other similar experience in healthcare setting required. 
•    Certificate in medical terminology highly preferred
 

Knowledge, Skills & Abilities

•    Proficient in multi-tasking while attending to patient needs
•    Strong organizational and time management skills
•    Classification of priorities, capability to meet deadlines, and follow written and verbal instructions
•    Demonstrates a detail-oriented work ethic; possesses basic mathematical and analytical skills to resolve issues 
•    Strong demonstration of a positive demeanor, exemplary customer service skills, and excellent oral and written communication skills (including appropriate gender/age/education communications)
•    Efficient in matching, filing, and retrieving information from alphabetical and numerical systems
•    Exceptional knowledge of insurance and third party payers, patient billing procedures, and accounts processes
•    Possesses competent knowledge of and ability to use computers, standard office equipment, Windows, Microsoft Word/Excel, and Internet Explorer
•    Must pass annual competency exams as required