Clinical Patient Service Representative - Patient Service Center

Job Description

Job DescriptionDescription:

Indiana Health Centers, Inc. (IHC)is a mission-driven organization providing high-quality, affordable healthcare to underserved and uninsured populations since 1977. At IHC, a Federally Qualified Health Center, we specialize in integrated care which means having access to essential services to meet the needs of patients we serve in the community. With ten healthcare centers and eight Women, Infants, and Children nutrition program locations throughout Indiana, we offer primary medical, dental, and behavioral healthcare services to community-based patient populations that are diverse in age, educational background, and income level.

The Clinical Patient Service Representative works closely with front and back-office staff at the sites by providing customer service to patients over the phone to schedule and reschedule appointments, make reminder phone calls, assist with referrals, Prior Authorizations and other patient care related paperwork. The Clinical PSR works at IHC's Patient Service Center.

Corporate Hours of Operation

Monday - Friday, 8:00 am - 5:00 pm

IHC’s robust benefits and compensation package includes:

• $1000.00 retention bonus paid after one year
• No nights or weekends
• Generous Paid Time Off and Floating Holidays
• Day 1 Insurance benefits eligibility
• 403(b) Retirement Plan matching at one year of employment
• Employer-paid Group Life, Short-term disability, and Long-term disability coverages and HSA employer contributions
• Flexible Leave of Absence programs
• Personify Health Wellness program with paid incentives for participation
• SupportLinc Employee Assistance Program with 24/7 access to therapy consultation services

Clinical Patient Service Representative Job Summary:

• Helps improve the patient’s experience from the beginning of their encounter by answering the phone to the end of their visit by assisting with completing steps in the treatment plan such as sending a referral to a specialist.
• Sends and follows up on referrals, and completes Prior Authorizations (PA), Scheduling Diagnostic Imaging tests, and other patient care related paperwork.
• Works with management team to schedule appointments according to Patient Scheduling policy guidelines and health center needs.
• Processes appropriate patient paperwork in a timely manner.
• Educates patients regarding documents they will need to provide at the time of service.
• Accurately enters, maintains, and retrieves data on IHC’s Electronic Medical Records (EMR) system.
• Communicates appropriate diagnostic and clinical information with patients as needed.
• Communicates with patients care team as necessary.
• May assist with contacting patients for reminder calls and follow-up.
• May assist with pre-chart preparation; proactively contacting patients to schedule appointments based on scheduling guidelines and policies to increase health center efficiency and productivity.

Required Skills:

• Demonstrate proficiency in patient scheduling, including procedures for walk-ins, overbooking, and rescheduling.
• Follow established routines, requiring occasional modifications in procedure.
• Recognize, troubleshoot, and/or alert others to potential scheduling conflicts or problems.
• Take initiative; prioritize, organize tasks and time; follow up.
• Speak professionally over the phone.
• Demonstrate high detail orientation and accuracy.
• Perform responsibilities accurately, efficiently, and timely.
• Demonstrate knowledge of standard office practices and procedures.
• Able to juggle multiple requests and meet multiple deadlines.
• Demonstrate office equipment and computer skills, including data entry.
• Able to use Microsoft Word, Excel, and Outlook, eCW, Dialpad, etc.

Requirements:

• Must be a Medical Assistant (have completed an MA degree or certificate program), LPN, or RN (valid Indiana licenses in good standing).
• Spanish skills preferred.
• One (1) year of prior experience in an office or health related position preferred.

Equal Opportunity Employment Statement

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.