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 efficient. In 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 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.
• 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 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.
• 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.