New Patient Coordinator

Who are we?

American Pain Consortium’s Center for Pain clinic is one of the oldest free standing non-hospital affiliated pain centers in the Midwest (originally established in 1993). Our Indiana clinic footprint includes Evansville, Jasper, Indianapolis, Greenwood, Avon, Kokomo, Carmel, and Lafayette while our Ohio footprint includes Columbus, Dublin, Fairfield, and Springfield. We also have five Ambulatory Surgery Center locations. Our caregivers build strong teams that deliver exceptional interventional pain management care.

As an employer, our mission is to empower every member of our team to realize their maximum professional potential and create an environment conducive to our shared success. Our “why” centers around our 7 inspirations: the pursuit of excellence, empathy in everything we do, a culture of collaboration, open communication, creating a space for belonging, and ongoing innovation, which yields the result of bringing value.

What do we do?

Our clinical multidisciplinary approach to care delivers the correct intervention to each and every patient, each and every time through various pain management procedures including injections, open surgical cases with general anesthesia, physical therapy, and psychological services. Our Providers focus on helping individuals improve functionality to restore a more meaningful lifestyle.

Behind the scenes are APC’s support departments which include areas like Operations Support, Pre-Service, Billing, Human Resources, Marketing, and Accounting. APC values individuals with a strong work-ethic, embracing why they want to serve in the healthcare industry while maintaining a work, family, and life balance. APC is seeking an individual who is eager to learn, develop, and grow in a role in the Pre-Service Department located in the Support Office in Carmel, IN.

Job Summary

The New Patient Coordinator will facilitate all components of the patient’s entrance into any American Pain Consortium site/location. This may include scheduling, referral processing, registration, verifying orders, benefit verification, and financial clearance including pre-arrival collection.

What will you do?

• Reviews new patient referrals and ensures that the referral is complete
• Contacts new patients electronically and by phone to setup and schedule new patient appointments
• Ensures that the registration and scheduling of the patient is complete and accurate including identification of the correct payer source and verification of patient benefits. Ensure enrollment in electronic patient portals.
• Provide instruction to patients on preparation of all new patient documents prior to the first visit
• Review, prepare, and send new patient packet to all scheduled new patients either electronically or by mail
• Act as a liaison between patient and physician, physician office staff, and others as needed to ensure all patient concerns are addressed.
• Communicate as necessary to exchange information with designated contacts promoting effective working relationships that best serve the patient population.
• Address and resolve patient issues in a compassionate, concise, and informative manner.
• Accurately identify primary payor and reference against in and out of network benefits and communicate with patients regarding options when out of network.
• Communicate with referring providers when a patient is unable to be seen.
• Verifies patient insurances via insurance verification system, websites, or by phone for all patients, providing them with pertinent information regarding their insurance coverage.
• Schedule multiple services throughout the organization’s entities while balancing departmental resources, utilization requirements, and addressing physician/patient requests or needs.
• Order appropriate labs for the new patient visit and file completed intake sheet
• Build and maintain collaborative relationships with both internal and external clients that lead to more effective communication and a higher level of productivity and accuracy.
• Provide, maintain, and promote established and exceptional customer service standards
• Communicate clinical documentation needs and insurance protocols for authorization to the patient effectively.
• Create a positive impression for each patient, or patient family member, while performing the tasks of scheduling or pre-certification
• Provide patients with financial clearance options including any prompt pay discounts, partial payments, payment plans, and financial applications when applicable and provides patient with financial options and refers patient to financial counselor when necessary.
• Strives to initiate process improvements and acts in ways that facilitate problem resolution
• Participate in continuous process improvements
• Assist in research and follow-up for denials and in creating a plan to prevent future denials
• Utilize technology appropriately to assure timely call answering and the timely return of calls
• All other duties as assigned

What do we offer?

• Monday – Friday day shift schedule
• Health, Dental, and Vision Insurance
• Paid Time Off
• Paid Holidays
• Matching 401k Plan

What qualifications do you need?

• 2 years of customer service experience and a willingness to learn!
• **Prior experience in a healthcare setting is a plus
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to thrive in a high-paced and at times stressful environment
• Proficient with Microsoft Office suite or related software
• Strong desire to learn and grow in the role
• Excellent time management and project completion skills
• Knowledge of medical and insurance terminology

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standing and/or walking 10% of time
• Sitting 90% of the time
• Occasional lifting, stooping, kneeling, crouching, and reaching.

Competencies

To perform the job successfully, an individual should demonstrate the following, which is included, but not limited, to:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Respect for Others - Treats patients, physicians, and colleagues in a professional, respectful, compassionate manner.
• Respect for Privacy - Handles all patient, company, and staff information in a confidential manner compliant with all state and federal regulations and the APC Code of Conduct.

Equal Employment Opportunity

American Pain Consortium Management, its affiliates, and subsidiaries are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Commission pay

Application Question(s):

• What is your salary expectations?

Education:

• High school or equivalent (Required)

Ability to Commute:

• Carmel, IN 46032 (Required)

Work Location: In person