Lead Connections PSA/Referral Coordinator

  • Eskenazi Health
  • 720 Eskenazi Ave Indianapolis Indiana 46202 United States
  • Apr 16, 2018
Full-time Office and Clerical

Job Description

JOB SUMMARY:

 

The Lead Connections PSA/Referral Coordinator answers patient telephone inquiries regarding Eskenazi Health, Specialty Clinics and Ambulatory Care. This position reports to the Manager, Health Connections and schedules physician-ordered non-surgical procedures and tests. The Lead Connections PSA/Referral Coordinator verifies insurance eligibility and directs uninsured/underinsured patients to financial counselors. This position is responsible for escalated issues, conducting research to bring to resolution. The Lead is also responsible for documentation of processes and training of team members.  

 

ESSENTIAL JOB FUNCTIONS:

 

Receives and places 24/7 inbound and outbound telephone triage unit patient and scheduling calls

Responsible for but not limited to the following:

Identifies the patient within the Eskenazi Health network

Adapts activities/behaviors to reflect and ensure adequate service appropriate to the age of the patient served, (i.e. neonatal, infant, pediatric, preschool, school-age, adolescent, adult, and geriatric)

Utilizes the EPIC referral system to send referrals to other clinics and retrieve referrals:

Accepts, denies and processes tickets

Schedules appointments

Enters appointment date and time

Schedules physician-ordered non-surgical procedures and tests and, utilizing knowledge of third party payers and CPT, HCPCS, ICD9, and modifier codes, ensures that diagnoses meet criteria for reimbursement

Verifies patient insurance eligibility and benefits either electronically (HDX) or by telephone

Responds quickly to requests and takes action, giving attention to detail; explains delays

Answers patient telephone inquiries regarding Eskenazi Health, Specialty Clinics and Ambulatory Care

Obtains and verifies medical record number for existing callers, obtains and provides number for new callers; refers all inquiries to the appropriate areas of services

Documents all inquiries for medical, legal and statistical purposes

Informs Connections nurse of callers with emergent symptoms for triage and serves as clinic liaison to assigned clinics

Informs patient and/or family of the patient obligation policy, directing patient to financial counselors when patient has no coverage for ordered procedure or visits

Responsible for problem escalation from team members

Researches and resolves issues

Documents processes and trains team members

Performs call quality evaluations

Identifies and implements workflow improvements

 

 

JOB REQUIREMENTS:

 

High School Diploma or equivalent (GED); Bachelor's degree is preferred.  Post-secondary education courses or certification in business, computers, (Word, Excel, etc.) and Office Management

Four years of experience in business, office management, or health information management of medical office setting

Certificate in medical terminology highly preferred

Must pass annual competency exams as required