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Indiana University Health

Senior Customer Service Specialist

IU Health Physicians Support Services
Date Posted
06 October, 2022
Schedule & Shift
Full Time
Day
Requisition Number
339327
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Senior Customer Service Specialist

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Job Description

Overview

Under general supervision and according to established policies and procedures, the Senior Specialist facilitates consultations, referrals, admissions and appointments for physicians seeking access to the organization. Facilitation and communication regarding patient transfer calls, referral admissions and critical care transport. Provides physician referrals and facilitates appointment scheduling for consumers seeking care within the organization through a variety of different points of entry. Serves as primary point of contact for the organization marketing activities and performs fulfillment requirements, in partnership with marketing partners. Registers patients and/or customers for screenings and wellness classes. Works in a variety of electronic healthcare systems and is directly responsible for, but not limited to, explaining policies of the organization and department, providing general information, reviewing health information via Electronic Medical Record (EMR), scheduling appointments, pre-registering patients, communication to the clinic staff via the EMR and/or the telephone, facilitating access to nurse triage via EMR or live transfer if necessary, and functioning to support and provide immediate access and resolution for patients calling for referral services. Specializes in supporting the Primary Care Same Day Campaign and Telehealth partnerships that the Patient Access Center has with the health enterprise.

 High School diploma or equivalent is required.
• Two years of customer service experience is required.
• Requires experience in the medical field.
• Requires ability to deal with all levels of internal and external customers; including patients/family members, physicians; hospital administrators, and/or nursing staff in an efficient and professional manner.
• Requires the flexibility to work weekends, evenings, and holidays seven days a week.
• Will be required to work remotely during portions of the work shift based on operational needs.

 

Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. As a condition of employment, IU Health requires all new hires to receive various vaccinations, including the influenza and COVID-19 vaccines, barring an approved exemption. New hires will also be provided the option to submit proof of previous vaccination.

We are an equal opportunity employer and value diversity and inclusion at IU Health. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Qualifications for the Senior Customer Service Specialist Role

Overview

Under general supervision and according to established policies and procedures, the Senior Specialist facilitates consultations, referrals, admissions and appointments for physicians seeking access to the organization. Facilitation and communication regarding patient transfer calls, referral admissions and critical care transport. Provides physician referrals and facilitates appointment scheduling for consumers seeking care within the organization through a variety of different points of entry. Serves as primary point of contact for the organization marketing activities and performs fulfillment requirements, in partnership with marketing partners. Registers patients and/or customers for screenings and wellness classes. Works in a variety of electronic healthcare systems and is directly responsible for, but not limited to, explaining policies of the organization and department, providing general information, reviewing health information via Electronic Medical Record (EMR), scheduling appointments, pre-registering patients, communication to the clinic staff via the EMR and/or the telephone, facilitating access to nurse triage via EMR or live transfer if necessary, and functioning to support and provide immediate access and resolution for patients calling for referral services. Specializes in supporting the Primary Care Same Day Campaign and Telehealth partnerships that the Patient Access Center has with the health enterprise.

  • qualifications__list
     High School diploma or equivalent is required.
  • Two years of customer service experience is required.
  •  Requires experience in the medical field.
  •  Requires ability to deal with all levels of internal and external customers; including patients/family members, physicians; hospital administrators, and/or nursing staff in an efficient and professional manner.
  •  Requires the flexibility to work weekends, evenings, and holidays seven days a week.
  •  Will be required to work remotely during portions of the work shift based on operational needs.

Job Page Content image

Indiana University Health is Indiana’s most comprehensive health system, with 16 hospitals and more than 34,000 team members serving Hoosiers across the state. Our partnership with the Indiana University School of Medicine gives our team members access to the very latest science and the very best training, advancing care for all. We’re looking for team members who share the things that matter most to us. People who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day. People who are always ready to apply themselves.

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