Customer Service Representative II

Overview

We are looking for team members who are passionate about challenging and significant work for the good of every patient. We are searching for individuals who are compassionate, service with a purpose, are dedicated to supporting their team, and who seek excellence every day.

Why Join IU Health?

As Indiana’s largest and most comprehensive healthcare system, and the number 1 ranked healthcare system in Indiana, we offer:

• 401(K) retirement savings with employer match
• Tuition reimbursement
• Employee Assistance Program – Counseling at no cost to you
• Healthy Results – Participation in our team member wellness programs award points that contribute toward a biweekly financial incentive in your paycheck! The more you participate, the more you earn!

SCHEDULE: Monday-Friday 8am-4:30pm or 8:30am-5pm

*Holiday Rotation; No Weekends

Training: 3 weeks (8am-430pm) at Gateway Plaza located at 950 N Meridian St, Suite 950, Indianapolis IN 46204

WORK LOCATION:  ***REMOTE***

KEY RESPONSIBILITIES

• Respond to patient inquiries via telephone and email in a courteous and professional manner.
• Assist patients by identifying concerns and escalating or coordinating resolution according to established guidelines.
• Work collaboratively with internal departments to ensure timely issue resolution. 
• Collect and accurately enter patient demographic and billing information into internal systems. 
• Process new and incoming patient referrals under supervision and established procedures. 
• Prepare patient accounts by organizing clinical documentation, discharge summaries, and referral paperwork. 
• Monitor referrals and assist with scheduling follow‑ups as directed. 
• Maintain inpatient lists in Cerner, including monitoring discharges and patient updates.
• Monitor the ECIN system for new referrals and status updates. 
• Complete patient registration tasks, including account creation, demographic verification, and assignment of appropriate care team members. 
• Review incoming faxes for orders and referrals and route or process accordingly 
• Coordinate pump education scheduling with the Dietitian team. 
• Manage inbound calls from patients and provider offices, providing accurate information or routing calls appropriately.

PREFERRED QUALIFICATIONS

• Strong interpersonal skills, professionalism, and initiative. 
• Ability to work independently. 

• Ability to type at least 30+ words per minute.

   

   

REQUIREMENTS

• High School Diploma or GED. 
• Working knowledge of computers.
• Knowledge of medical terminology and medical coding required.
•  3-5 years of customer service experience required.

• 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