Specialist-Customer Service Senior

Job Title: Specialist Customer Service Senior
Department: Riley Referral Services
Schedule: 8:30 AM – 5:00 PM
 

Position Overview:

Under general supervision and in accordance with established policies and procedures, the Senior Referral Services Specialist facilitates consultations, referrals, admissions, and appointments for physicians and consumers seeking access to care. This role supports patient transfers, referral admissions, and critical care transport, while also serving as a key contact for marketing activities and wellness program registrations.

The specialist works across multiple electronic healthcare systems and ensures timely, accurate, and professional communication to support seamless patient access and care coordination. This position also plays a critical role in supporting the Primary Care Same Day Campaign and Telehealth partnerships. Work Arrangement: Fully Remote

Key Responsibilities:

• Facilitate physician consultations, referrals, admissions, and appointments
• Manage patient transfer calls and coordinate critical care transport
• Provide physician referrals and schedule appointments for consumers
• Serve as a primary contact for marketing fulfillment activities
• Register patients/customers for screenings and wellness classes
• Work within multiple electronic healthcare systems (EMR, scheduling, triage, etc.)
• Explain organizational and departmental policies to patients and customers
• Review health information via EMR and communicate with clinic staff
• Facilitate nurse triage access via EMR or live transfer
• Provide immediate access and resolution for referral service inquiries
• Support Primary Care Same Day Campaign and Telehealth initiatives

Qualifications:

• High School Diploma or equivalent required
• Minimum of 2 years of customer service experience required
• Experience in a medical or healthcare setting required
• Ability to interact professionally with patients, families, physicians, administrators, and nursing staff
• Flexibility to work weekends, evenings, and holidays as needed
• Must be able to work remotely during portions of the shift based on operational needs

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.