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Patient Service Coordinator I | Days, Full Time in Indianapolis, IN at OrthoIndy

Date Posted: 2/7/2019

Job Snapshot

Job Description

Facility: OrthoIndy Northwest, Indianapolis IN 
Department: Support Services, Telecom
Shift Details: Days, Full Time, Mon-Fri

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 a part of something great! 

General Statement of Duties: 

The Patient Service Coordinator I serves as the main point of contact for assigned Physicians. The Coordinator establishes a patient friendly system to
facilitate communication between patients and OrthoIndy. Primary areas of focus include inbound and outbound appointment scheduling, triage of
patient questions, insurance verification and authorization, and daily problem solving to ensure patients expectations and needs are met.

This is a telephonic position. There is no direct, or face to face, contact with patients. 

Essential Duties: 

  1. Serves as a main point of contact for assigned Physicians and private employees. Maintains rapport with Physicians, privates, and co-workers,
    ensuring satisfaction. Handles patient phone calls, tasking and messages in the OrthoIndy electronic medical record on various queue lines. Schedules clinic appointments, and obtains insurance authorizations.
  2. Maintains clinic schedules for assigned Physicians. Schedules all patient appointments for assigned Physicians and reschedules when necessary,
    following Physician scheduling protocols. Organizes add-ons and cancelled clinic appointments. Communicates with Clinic Manager to ensure coordination of clinic space and staffing. Blocks Physician template for meetings, vacations, and rescheduled patients as needed due to schedule changes. Maintains clinic schedules in Moxee. Monitors and audits Physician schedules and make corrections as needed. Communicates with providers to identify opportunities to maximize schedule productivity. Ensures appointment note lines include detailed information about previous treatment, including; MRI, labs, or Physical Therapy to ensure HIM obtains the medical records before the office visit. Manages and monitors new patient forms via email to ensure completion before office visits. Responsible for appointment recall management per established protocol. Completes fax referrals and appointment request to ensure timely scheduling.
  3. Patient Triage – Performs general telephone triage of patient medical problems regarding pain, medication effectiveness, surgery site problems and provide reassurance. Responsible for gathering complete and appropriate medical information to assist the medical staff. Ensures proper information gathering to eliminate unnecessary return calls on the part of the medical staff. Responds to patient messages promptly by gathering information for providers and answering voice messages. Pages or calls providers regarding more urgent patient problems. Follows prescription refill policy to ensure organized and coordinated care for each patient. Verifies pharmacy information in Allscripts and prescription orders with pharmacist if question or concern develops with e-prescription. Completes prior authorization requests for medications. Calls patients in order to communicate treatment changes.
  4. Obtains CPT and Diagnosis codes from physician when missing or incomplete.
  5. Supports departmental and corporate strategic plans and ensure successful implementation. Supports company and department quality assurance initiatives and goals.
  6. Responsible for backing up other employees, which may include changing stations or assignments.

Technology Used:

ADP, Allscripts, Halogen, Microsoft Office, Moxee, Synapse, Incident reporting

Job Requirements


  • High School Diploma/GED required; Specialty training beyond high school preferred
  • 2-4 years of medical office or call center experience required; 4-6 years preferred

OrthoIndy is an Equal Opportunity Employer