Patient Services Coordinator - Administrative

Facility:   OrthoIndy IHTSC 8501 Harcourt Road, Indianapolis, IN 
Department:   OI Support Services
Shift Details:  Full Time, Mon-Fri 8:00 am - 5:00 pm.  Full benefits included!

At OrthoIndy everything we do is about creating a caring, connected and committed workforce that directly improves the quality of life for our employees and customers.

Be part of something great!

At OrthoIndy, we provide leading-edge bone, joint, spine and muscle care from 13 OrthoIndy locations throughout Central Indiana, staying true to our mission and our patients by offering a full range of procedures and treatment options.  We have over 80 physicians in our practice and we continue to be one of the most highly respected and trusted orthopedic practices in the Midwest.  OrthoIndy has received national recognition for patient safety and orthopedic excellence and our philosophy is a physician-owned hospital model where patients experience superior service, safety and patient satisfaction because physicians are involved in every aspect of your care.  

General Statement of Duties:

The Administrative Patient Service Coordinator is the primary contact for patients to schedule an array of appointment types. The Administrative Coordinator will support providers needs across the organization with tasks such as scheduling patient appointments, test scheduling which includes advance radiology, EMG, medication refill requests, and referral management of inbound and outbound referrals. The Coordinator establishes a patient friendly environment to facilitate communication between patients and OrthoIndy.

Essential Duties:

• Answers telephone calls and responds to related patient needs. Responsible for scheduling patient tests, injection procedures and follow up appointments. Accountable for managing test scheduling worklists, medication refill requests and task messages in EMR. Prioritizes 'test general', 'we call patient' and 'patient to calls us' work list to ensure timely scheduling of test. Responsible for internal and external referrals, including; test orders from OrthoIndy Physicians, online appointment request, and non-OrthoIndy physicians. Monitors test scheduling templates in practice management program to minimize gaps or delays in the schedule.
• Serves as the liaison between the ordering provider, patient, and medical test facility.
• Responsible for communicating time, date and location of a test and any specific instructions to the patient or patient representative. Responsible for scheduling follow up appointments per instructions on test orders.
• Verifies patients insurance benefits and completes pre-certification requirements as instructed.
• Maintains accurate records or statistics of weekly test totals as requested by department leadership.
• Responds to test or procedure related questions from patient or patient representative. Obtains approval from ordering provider if test order needs amendments.
• Completes test scheduling screener for all patients. Ensures patient awareness of any special requirements prior to test procedures.
  
• Obtain CPT and Diagnosis codes from Physician, when missing or incomplete. Provides data collection and data entry. Responsible for sorting the "test general" worklist accurately and timely. Responsible for checking email and responding to requests from imaging staff when an issue arises. Responsible for working the "implant list" and obtaining necessary implant card information/medical records for imaging techs. Responsible for checking test scheduling voicemail throughout the day. Responsible for obtaining insurance authorizations on specific plans outlined by leadership.
• The Medication Coordinator serves as the primary point of contact for assigned Physicians, private staff, and extenders for established patient inbound calls, voicemail, and online medication refill requests. Reviews and documents medication refill request multiple times per day, including checking messages left on the refill line or auto-generated refill emails from the OrthoIndy website. Follows established policies and protocols to process requests and obtain approval from the treating Physician. Requirements include chart triage, generating inspect reports, and reporting concerns to assigned Physician, documenting noted steps in Electronic Health Record (EHR).
• Obtains insurance prior authorization for mediation refills, including submitting necessary clinical records to support the medication's medical necessity. Reviews clinical documentation and medical history information in EHR in order failed conservative treatment and current diagnosis.

Requirements:

• High school diploma or general education degree (GED) required; Associate’s degree (A.A.) or equivalent preferred.
• 2-4 years of healthcare experience required; 4-6 years preferred.
• EMR/PM application experience required.

OrthoIndy is an Equal Opportunity Employer