Patient Service Coordinator - Sports Medicine
Company: OrthoIndy Hospital Northwest
Posted on: September 19, 2023
Facility: OrthoIndy Northwest, Indianapolis IN
Department: Support Services, Telecom
Shift Details: Full-time day shift, Monday-Friday, 8 am - 5 pm, to
support our Sports Medicine physicians. Remote position after
approximately 90 days of in-office training. Full benefits
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, spineand muscle
care from 12 OrthoIndy locations throughout Central Indiana,
stayingtrue to our mission and our patients by offering a full
range of procedures andtreatment options. We have over 80physicians
in our practice and we continue to be one of the most
highlyrespected and trusted orthopedic practices in the Midwest.
OrthoIndy has received national recognitionfor patient safety and
orthopedic excellence and our philosophy is aphysician-owned
hospital model where patients experience superior service,safety
and patient satisfaction because physicians are involved in every
aspectof your care.
General Statement of Duties:
The Patient Service Coordinator serves as the main point of contact
for assigned Physicians. The Coordinator establishes a patient
friendly environment 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, surgery scheduling, and daily
problem solving to ensure patients expectations and needs are
- Serves as the primary contact for assigned Physicians and
private employees, OrthoIndy Hospital facility scheduling, and
outside facilities when scheduling surgery. Maintains rapport with
Physicians, privates, and coworkers, ensuring satisfaction. Handles
patient phone calls, tasking, and messages in the OrthoIndy
electronic medical record on various queue lines. Schedules clinic
appointments and obtains referrals or insurance authorizations as
needed. Organizes appropriate coordination with other hospital
departments when special surgical needs occur. Schedules and
completes insurance precertification for clinic injections
(typically hyaluronic acid) for assigned providers.
- Maintains clinic schedules for assigned Physicians. Schedules
all patient appointments for designated Physicians and reschedules
when necessary, following Physician scheduling protocols. Organizes
add-ons and cancelled clinic appointments. Communicates with Clinic
leadership 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. 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
health information management department 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 online appointment requests
to ensure timely scheduling.
- Patient Triage - Performs general telephone triage of patient
medical problems and concerns per policy. Responsible for gathering
complete and appropriate medical information to assist the medical
staff with patient care. Ensures proper information gathering to
eliminate unnecessary return calls on the part of the medical team.
Responds to patient messages promptly by gathering information for
providers and answering voice messages. Calls providers regarding
more urgent patient problems based on established policy. Follows
prescription refill policy to ensure organized and coordinated care
for each patient. Verifies pharmacy information in electronic
medical record program and prescription orders with the pharmacist
if questions or concerns develop with e-prescription. Completes
prior authorization requests for medications. Calls patients in
order to communicate treatment changes.
- Responds to calls, emails, complaints, and queries that
patients might have about the surgery scheduling process. Provides
information and updates in regards to patient surgery schedules.
Schedules post-surgical appointments with surgeons, the Physical
Therapy department, or private staff during the surgery scheduling
process to ensure coordination of care. Coordinates and prepares
the patient for surgery, including; any necessary preoperative
medical appointments, educational sessions, blood donations,
equipment, benefits, and precertification. Reviews all needed
medical records and history from patients to endure pre-assessment
testing trigger questions are answered appropriately. Takes
reservations for surgeries and schedules a date based on the
surgeon's availability and the medical condition of patients.
Responsible for communicating the time, date, and location of
surgery to the patient and patient representative. Informs patient
and any involved third party about "things to do" before and after
surgeries. Follows surgeon instructions to coordinate special
equipment needs for each patient.
- Obtains CPT and Diagnosis codes from the physician when missing
or incomplete. Pre-operatively notifies ordering surgeon if
insurance authorization does not include all CPT codes submitted.
Takes appropriate steps to verify ordering surgeon received the
- Supplies self-pay patients with written or verbal estimates of
surgical codes and fees upon request. Instructs self-pay patients
on surgery estimates and pre-payment protocol.
- Supports departmental and corporate strategic plans and ensures
- Supports company and department quality assurance initiatives
- Responsible for backing up other employees, which may include
changing stations or assignments.
- High School Diploma/GED required
- Associate's degree preferred
- Specialty training beyond high school required; I.e. Medical
office certification and/or some college
- 2-4 years of related experience required; 4-6 years
- 1 year of experience of OrthoIndy experience preferred with
OrthoIndy is an Equal Opportunity Employer
Keywords: OrthoIndy Hospital Northwest, Indianapolis , Patient Service Coordinator - Sports Medicine, Healthcare , Indianapolis, Indiana
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