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:  Include minimum education, technical training, and/or experience preferred to perform the job.

Required:

• Must have a minimum of two years of experience working in a Patient Relations/Advocacy, Customer Relations/Advocacy, social services, or a related profession.
• Experience in complaint management, mediation, conflict negotiation, data management, interpersonal communication, and crisis intervention
• Knowledge of coding and billing processes

Preferred:

• Bachelor's degree in health care, social work, or related field
• Certified patient experience professional designation

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
• While performing the duties of this job, the employee is regularly required to talk and hear
• Frequently required to stand, walk, sit, use hands to feel, and reach with hands and arms.
• Possess the ability to fulfill any office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer-based work, participating in filing activity, lifting and carrying office supplies (paper reams, mail, etc.)
• Occasionally lift and/or move up to 20-25 pounds 
• Fine hand manipulation (keyboarding)

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office environment - 4835 Lyndon B Johnson Fwy #900, Dallas, TX 75244
• Hybrid schedule, 3 days in office (Tuesday-Thursday)
• May visit hospital locations and vendors
• The noise level in the work environment is usually low

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The company is committed to creating a diverse, inclusive, and equitable environment and is proud to be an equal opportunity employer. Qualified applicants of any age, race, religion, nationality, sexual orientation, gender identity or expression, disability, or veteran status will receive equal consideration for positions. We welcome people of diverse backgrounds, experiences, and abilities and believe that the unique experiences of our team drive our success.