[Hiring] Customer Service Representative II @IU Health

Role Description

We are looking for team members who are passionate about challenging and significant work for the good of every patient. We are searching for individuals who are compassionate, service with a purpose, are dedicated to supporting their team, and who seek excellence every day.

Schedule

• Monday-Friday 8am-4:30pm or 8:30am-5pm
• Holiday Rotation; No Weekends

Training

• 3 weeks (8am-4:30pm) at Gateway Plaza located at 950 N Meridian St, Suite 950, Indianapolis IN 46204

Work Location

• ***REMOTE***

Key Responsibilities

• Respond to patient inquiries via telephone and email in a courteous and professional manner.
• Assist patients by identifying concerns and escalating or coordinating resolution according to established guidelines.
• Work collaboratively with internal departments to ensure timely issue resolution.
• Collect and accurately enter patient demographic and billing information into internal systems.
• Process new and incoming patient referrals under supervision and established procedures.
• Prepare patient accounts by organizing clinical documentation, discharge summaries, and referral paperwork.
• Monitor referrals and assist with scheduling follow‑ups as directed.
• Maintain inpatient lists in Cerner, including monitoring discharges and patient updates.
• Monitor the ECIN system for new referrals and status updates.
• Complete patient registration tasks, including account creation, demographic verification, and assignment of appropriate care team members.
• Review incoming faxes for orders and referrals and route or process accordingly.
• Coordinate pump education scheduling with the Dietitian team.
• Manage inbound calls from patients and provider offices, providing accurate information or routing calls appropriately.

Preferred Qualifications

• Strong interpersonal skills, professionalism, and initiative.
• Ability to work independently.
• Ability to type at least 30+ words per minute.

Requirements

• High School Diploma or GED.
• Working knowledge of computers.
• Knowledge of medical terminology and medical coding required.
• 3-5 years of customer service experience required.

Benefits

• 401(K) retirement savings with employer match
• Tuition reimbursement
• Employee Assistance Program – Counseling at no cost to you
• Healthy Results – Participation in our team member wellness programs award points that contribute toward a biweekly financial incentive in your paycheck! The more you participate, the more you earn!