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Healthcare Customer Service Coordinator

2 months ago

Indianapolis, Indiana, United States Indiana Health Centers, Inc. Full time
Position Overview

Indiana Health Centers, Inc. (IHC) is dedicated to delivering high-quality, affordable healthcare to underserved and uninsured communities. As a Federally Qualified Health Center, we focus on integrated care, ensuring that our patients have access to essential services tailored to their needs.

Role Summary:

We are seeking a dedicated Healthcare Customer Service Coordinator to enhance our IHC Call Center operations. In this role, you will be instrumental in supporting our mission by performing various patient service functions that contribute to the efficient running of our health center and provide a consistent, positive experience for our patients.

Key Responsibilities:
  • Improve the patient journey from the initial contact to the conclusion of their visit, including managing referrals to specialists.
  • Assist in onboarding and training new personnel within the Patient Service Center.
  • Handle incoming calls, schedule appointments, and address patient inquiries.
  • Work collaboratively with management to align appointment scheduling with established policies and health center needs.
  • Efficiently process patient documentation.
  • Inform patients about the necessary paperwork required for their services.
  • Accurately input, maintain, and retrieve information using IHC's Electronic Medical Records (EMR) system.
  • Communicate effectively with the patient care team as required.
  • Conduct reminder calls and follow up with patients as needed.
  • Assist with preparation for patient charts.
  • Manage multiple requests while adhering to various deadlines.
Qualifications:

Knowledge, Skills, and Abilities:

  • Prior experience in scheduling within a healthcare environment.
  • Consistently adhere to established work practices and procedures.
  • Ability to follow set routines with occasional adjustments.
  • Capable of training others on scheduling processes and standard workflows.
  • Demonstrate expertise in patient scheduling, including managing walk-ins, overbooking, and rescheduling.
  • Identify and resolve potential scheduling conflicts.
  • Exhibit initiative, prioritize tasks, and organize time effectively.
  • Communicate professionally and clearly over the phone.
  • Show meticulous attention to detail and accuracy in all tasks.
  • Perform duties efficiently and within designated timeframes.
  • Possess knowledge of standard office practices and procedures.
  • Participate in process improvement initiatives as necessary.
  • Engage in collaborative problem-solving within high-performing teams.
Benefits:
  • Competitive hourly wage based on experience and education.
  • Incentive bonus after one year of service.
  • Comprehensive PTO plan including major holidays.
  • Health, life, dental, and vision insurance options.
  • Retirement savings plan with matching contributions.
  • Flexible spending and health savings accounts.
  • Employee referral program.
  • Tuition reimbursement opportunities.
Requirements:
  • High school diploma or equivalent.
  • Ability to manage multiple tasks in a dynamic environment.
  • Minimum of one year of scheduling experience in a healthcare setting.
  • Strong customer service and analytical skills.
  • Proficient in computer applications, including data entry.
  • Familiarity with Microsoft Word, Excel, and Outlook.
  • Experience with Electronic Medical Records, preferably eCW.
Preferred Qualifications:
  • Proficiency in Spanish is a plus.
  • Experience with eCW is preferred.