Patient Services Coordinator II

Description

Job Title: Patient Services Coordinator II

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 main focus of the Patient Services Coordinator II position is to deliver exceptional patient-centered customer service and to support IBJI teams. This position is responsible for accurate registration, optimal patient scheduling, training/mentoring of new staff, escalating issues, and other office duties that contribute to a great patient experience, a positive team atmosphere, and achieve company goals.

Responsibilities

• Welcome patients and visitors to IBJI by providing and maintaining the highest quality customer service experience 
• Preparing paperwork to facilitate efficient operation and excellent customer service
• Answering general inquiries
• Appointment scheduling
• Phone reception, patient triage, and escalation to appropriate staff
• Registration/pre-registration procedures to include the review of patient demographics, insurance and advising patient to provide any necessary documents
• Preparing paperwork to facilitate efficient operation and excellent customer service
• Check in/out procedures
• Patient chart management
• Collection/posting of patient responsibility payments (including copays and deductibles)
• Insurance verification and Referral management as required
• Assist in training staff and mentoring new employees within department 
• Maintains clean and safe work environment
• Other office duties as assigned

Requirements

Requirements

Education

• High school diploma or equivalent required
• Associates degree preferred (healthcare concentration field a plus)

Certifications/Licensure

• Not applicable

Experience

• Minimum three years experience in customer service role required (medical office experience is a plus)
• Minimum 1 year in a patient services related role required
• EHR experience with Epic experience preferred
• Ability to handle highly confidential, sensitive and non-routine information
• Familiarity with scheduling and rearranging appointments

Technical Skills

• Possess good working knowledge of Microsoft Office and Windows-based computer applications.
• Knowledge in medical terminology preferred
• Insurance payer and eligibility knowledge

Soft Skills

• Must be available to work a flexible schedule to meet the demands of a changing scheduling environment and accommodate the needs of the practice
• Work is performed in a fast paced office environment and involves frequent contact with physicians, staff, patients, and the public
• Work may be stressful at times 
• Contact may involve dealing with angry or upset people
• Able to work in a fast-paced environment and have a flexible schedule as needed
• Must be a team player
• Neat, professional appearance
• Strong written and verbal communication skills
• Results oriented with concern for appropriate process
• Willingness to attend and successfully complete ongoing training required to maintain responsibilities

Physical Requirements

• Stand or sit for extended periods of time
• Work may require hand dexterity for office machine operation; using a calculator and/or computer keyboard
• Physical demands may also include, stooping, bending or reaching to files and supplies, wearing a headset, mobility to complete errands or deliveries, sitting for extended periods