Patient Services Coordinator II

About the Role

Illinois Bone & Joint Institute, LLC (IBJI) is the largest orthopedic group practice in Illinois, serving northern Illinois and northwest Indiana with over 100 locations. The Patient Services Coordinator II position focuses on delivering exceptional patient-centered customer service and supporting IBJI teams. This role involves accurate registration, optimal patient scheduling, training/mentoring new staff, escalating issues, and other office duties that contribute to a great patient experience, a positive team atmosphere, and achieving company goals.

Expectations

• Customer Service skills in a fast paced, multifaceted public-engaging environment
• Professional verbal and written communication
• Technical proficiency to work with multiple software platforms
• Face to face and over the phone patient contact as it relates to scheduling requests, collecting patient balances and communicating insurance benefits
• Available to work every shift (opening, mid and closing) between 6:30am to 8:00pm Monday through Thursday; 7:00am to 5:30pm on Fridays
• No Weekends
• Occasional travel to nearby clinics to assist with coverage

Responsibilities

• Welcome patients and visitors to IBJI by providing and maintaining the highest quality customer service experience
• Preparing paperwork to facilitate efficient operation and excellent customer service
• Answering general inquiries
• Appointment scheduling
• Phone reception, patient triage, and escalation to appropriate staff
• Registration/pre-registration procedures to include the review of patient demographics, insurance and advising patient to provide any necessary documents
• Check in/out procedures
• Patient chart management
• Collection/posting of patient responsibility payments (including copays and deductibles)
• Insurance verification and Referral management as required
• Assist in training staff and mentoring new employees within department
• Maintains clean and safe work environment
• Other office duties as assigned

Qualifications

Education

• High school diploma or equivalent required
• Associates degree preferred (healthcare concentration field a plus)

Experience

• Minimum three years experience in customer service role required (medical office experience is a plus)
• Minimum 1 year in a patient services related role preferred
• EHR experience with Epic experience preferred

Skills

• Knowledge in medical terminology preferred
• Ability to handle highly confidential, sensitive and non-routine information
• Familiarity with scheduling and rearranging appointments
• Possess good working knowledge of Microsoft Office and Windows-based computer applications
• Insurance payer and eligibility knowledge
• Must be a team player
• Able to work in a fast-paced environment and have a flexible schedule as needed
• Neat, professional appearance
• Strong written and verbal communication skills
• Results oriented with concern for appropriate process
• Willingness to attend and successfully complete ongoing training required to maintain responsibilities

Physical/Mental Demands

• Work may require hand dexterity for office machine operation; using a calculator and/or computer keyboard
• Physical demands may also include, stooping, bending or reaching to files and supplies, wearing a headset, mobility to complete errands or deliveries, sitting for extended periods of time and viewing a computer monitor

Environmental/Working Conditions

• Must be available to work a flexible schedule to meet the demands of a changing scheduling environment and accommodate the needs of the practice
• Work is performed in a fast paced office environment and involves frequent contact with physicians, staff, patients, and the public

Pay

$19-$24/hour based on education & experience

Benefits

For those who are benefit eligible (30+ hours a week): medical, dental, vision, life and AD&D insurance, long and short term disability, 401k program with company match and profit sharing, wellness program, health savings accounts, flexible savings accounts, ID protection plan and accident, critical illness and hospital benefits. In addition, we offer paid holidays and paid time off.