Health Connections Team (Inbound Call Center)

Overview of the Health Connections Team:

When faced with a health care situation or looking to establish care, many people don’t know where to start. Eskenazi Health Connections can help by facilitating patient/client needs such as: establishing a new patient/client well or healthcare appointments, scheduling return care appointments, and other patient/client related requests.

Where Do I Fit In?

Eskenazi Health Connections supports to link patients/clients who call for primary and specialty care services, including scheduling appointments, medication refill inquiries and assistance with managing acute and chronic health conditions. This requires each Connections PSA/Referral Coordinator to maintain positive customer interaction, as the coordinator answers incoming patient/client telephone calls regarding Eskenazi Health services.

What Does Training Look Like?

We have dedicated trainers who will assist with learning the role! We have a comprehensive training for the first 3 weeks, 8:00am-4:30pm; Mon-Fri. During this timeframe new team members will be introduced to the department, systems and policies in place, role definitions and metrics as it pertains to individual productivity. Continued support is provided by both trainers, and seasoned staff who support in the PSA/Referral Coordinators II role.

Schedule:

We are open 24/7, therefore we have a variety of 8-hour shifts that could be available – day shift will start at 7:30am, 8:00am, 8:30am, or 9am, a mid-shift 11:00am-7:30pm, evening shift which is 3:00pm-11:30pm and, night shift for seasoned staff from 11:00pm-7:30am. The scheduled days are either Mon-Fri or four set days during the week and every other weekend.

***We also have PRN opportunities to assist with coverage for times we experience higher call volumes. There is a requirement to be available at least one weekend day, per pay period***

Am I Able to Work from Home?

All new team members will work on site at, 720 Eskenazi Ave. Working from home is an earned opportunity for those whom overall attendance and performance meets individual, departmental, and organizational expectations.

Am I Qualified?

It is preferred to have at least one (1) year of experience in business, health care and customer service experience, office management, health information management in medical office settings. High School diploma or equivalent required; Associate degree is preferred.

• Must pass annual competency exams as required
• Certificate in medical terminology; highly preferred
• Post-secondary education courses or certification in business, computers, (Word, Excel, etc.) and office management; preferred

I am Interested! What is the Interview Process?

We will review your application in consideration of being invited to complete the first step of our interview process, a one-way video interview. Once completed, the one-way video interview is reviewed in consideration of being scheduled for a live video interview with the leadership team – to share more about the opportunity, the department/team, answer your questions, and learn more about you and your experience!

Essential Functions and Responsibilities

• 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)
• Schedules appointments; enters appointment date and time
• Responds and acts quickly, giving attention to detail; escalates delays in resolving patient concerns
• 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
• 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
• Provides the highest quality of customer service to patients
• Identifies the patient within the Eskenazi Health network
• 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
• Receives inbound and places outbound telephone triage unit patient and scheduling calls, handling a variety of calls (i.e., establishing a new patient/client well or healthcare appointments, scheduling return care appointments, and other patient/Client related requests)

Knowledge, Skills, and Abilities

• Demonstrates a positive demeanor, exemplary customer service skills, and excellent oral and written communication skills, including age/education appropriate communications
• Competency in use of standard office equipment, Windows, Word, Chrome, and Excel
• Possesses basic mathematical and analytical skills to resolve referral issues as they relate to physician schedules, patient care needs, and organizational standards
• Ability to establish priorities, multitask, meet deadlines, and follow written and verbal instructions