Patient Inquiries Coordinator

Integrative Emergency Services, LLC (“IES”) is seeking a Patient Inquiries Coordinator .

This is a task-oriented role that will focus on managing incoming emails / letters and tracking the status of various patient inquiries, attorney requests, TPA inquiries (Third-party payer administrators), and redirecting other requests appropriately.

This role will  maintain the rights of our patients through release of billing records on behalf of our clients when responding to the patient, payor, and attorney inquiries.

The position will also resolve patient issues and report and / or escalate any unsolved issues.

Will also be responsible for managing system access for various business partners and vendors.

IES is dedicated to cultivating best practices in emergency care, providing comprehensive acute care services, creating value, and supporting patients, employees, clients, providers, and physicians in pursuit of the highest quality health care.

ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following.  Others may be assigned.

Acts as an intermediary to attorneys, clients, and / or vendors, on behalf of patients and their families.

Analyze and process data, as assigned, to ensure that proper workflow is being adhered for inquiry processing.

Acts as primary team member for EMR systems access and tracking with facility and vendor partners Analyzes requests to enhance overall priorities for intake.

Maintains timely communication with patients, leaders, vendors, and payors.

Employs a high level of interpersonal and communication skills to move beyond patient frustrations and solve patient problems.

Creates and maintain record keeping files and systems.

Assures confidentiality of paperwork, documents, and calls.

Assists team as necessary in other special projects and assignments.

QUALIFICATIONS Knowledge, Skills, Abilities :

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill and / or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High levels of proficiency with MS Office applications Excellent ability to interact with staff and clients in an objective, non- judgmental manner Strong ability to de-escalate emotionally charged situations, and also maintain own composure in emotionally charged and / or stressful situations Strong ability to empathize and relate to individuals of diverse backgrounds Capability to maintain and respect confidentiality and HIPAA guidelines Strong communication, interpersonal organizational, and listening skills Ability to manage multiple priorities and develop processes Detail orientated and process driven Strong customer service orientation; with all contacted parties (internal and external) Ability to work independently or on a team; including training others on new protocols established for role coverage Ability to use discretion appropriately and maintain confidentiality Ability to read, write and speak English proficiently Education / Experience :

Required :

Experience in complaint management, mediation, conflict negotiation, data management, interpersonal communication, and crisis intervention Knowledge of coding and billing processes Preferred :

Possess the ability to fulfill any office activities normally expected in an office setting, to include, but not limited to :