Indiana University Health

Call Center Associate IU Health Bloomington Hospital

IU Health Bloomington Hospital

Job Location

IU Health Bloomington Hospital
1155 W. 3rd Street



Date Posted

July 15, 2020

Schedule & Shift

  • Days
  • Full Time

Requisition Number

This position is responsible for the delivery of customer facing services within Revenue Cycle System Services. Responsibilities may include, but are not limited to, scheduling, registration, insurance verification, prior-authorization, financial counseling/individual solutions, cashiering, release of information and customer service. Position adheres to departmental productivity, quality, and service standards in support of operational goals.

The RCS Patient Access Center is looking for associates that will be the liaison between our patients and their providers' office.  The associate will be responsible or answering incoming calls for the Southern Indiana Physicians (SIP) outpatient offices.  You will schedule appointments and assist the patient with any question related to their visit.

Shared office and remote work available, 40 hours per week, some evenings may be required.

We are an equal opportunity employer and value diversity and inclusion at IU Health. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Qualifications for the Call Center Associate Role

  • At least one year of experience in hospital or physician Revenue Cycle strongly preferred.
  • Requires working knowledge of patient registration and financial clearance.
  • Requires a high level of interpersonal and problem solving skills.
  • Requires effective written and verbal communication skills.
  • Requires the ability to work within a team and maintain collaborative relationships.
  • Requires the ability to take initiative and meet objectives.

Additional Information about this Role

RCS Call Center Associate Job Responsibilities:
  • Maintains quality customer service while successfully balancing heavy call volumes
  • Schedules physician office appointments in EMR
  • Answers patient questions related to scheduling questions, office information, Provider information, and overall office procedures
  • Identify patients’ needs, clarify information, research issues and provide solutions and/or alternatives
  • Gathers demographic information and accurately pre-registers the patient
  • Completes online appointment request submissions- some outbound calls
  • Documents information clearly and concisely in EMR
  • Coordinates processes between other call center team members and physician offices
  • Routes calls to appropriate resources
  • Maintains and improves quality results by adhering to standards and guidelines; recommends process improvement opportunities
  • Keeps up-to-date on knowledge and educational opportunities and trainings
  • Other duties as assigned
  • Ideal candidate will have 1-3 years of experience in a call center, or physician office environment
Cashier working with customer in hospital cafe
Indiana University Health is Indiana’s most comprehensive health system, with 16 hospitals and more than 34,000 team members serving Hoosiers across the state. Our partnership with the Indiana University School of Medicine gives our team members access to the very latest science and the very best training, advancing care for all. We’re looking for team members who share the things that matter most to us. People who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day. People who are always ready to apply themselves.