Specialist-Customer Service Senior

Indiana University Health; Indianapolis (IN); Remote; USD 60,000 - 80,000; Full time

Job summary

A healthcare organization is seeking a Specialist Customer Service Senior to facilitate consultations and referrals for patients. This role involves managing communication with healthcare providers and supporting patient transfers while working fully remote. Candidates should have a high school diploma and at least 2 years of customer service experience in a healthcare environment.

Qualifications

• Minimum of 2 years of customer service experience required.
• Experience in a medical or healthcare setting required.
• Ability to interact professionally with patients and staff.

Responsibilities

• Facilitate physician consultations, referrals, admissions, and appointments.
• Manage patient transfer calls and coordinate critical care transport.
• Serve as a primary contact for marketing fulfillment activities.

Skills

Customer service experience

Professional communication

Flexibility

Education

High School Diploma or equivalent

Job description

Job Title: Specialist Customer Service Senior
Department: Riley Referral Services
Schedule: 8:30 AM – 5:00 PM

Position Overview:

Under general supervision and in accordance with established policies and procedures, the Senior Referral Services Specialist facilitates consultations, referrals, admissions, and appointments for physicians and consumers seeking access to care. This role supports patient transfers, referral admissions, and critical care transport, while also serving as a key contact for marketing activities and wellness program registrations.

The specialist works across multiple electronic healthcare systems and ensures timely, accurate, and professional communication to support seamless patient access and care coordination. This position also plays a critical role in supporting the Primary Care Same Day Campaign and Telehealth partnerships. Work Arrangement: Fully Remote

Key Responsibilities:

• Facilitate physician consultations, referrals, admissions, and appointments
• Manage patient transfer calls and coordinate critical care transport
• Provide physician referrals and schedule appointments for consumers
• Serve as a primary contact for marketing fulfillment activities
• Register patients/customers for screenings and wellness classes
• Work within multiple electronic healthcare systems (EMR, scheduling, triage, etc.)
• Explain organizational and departmental policies to patients and customers
• Review health information via EMR and communicate with clinic staff
• Facilitate nurse triage access via EMR or live transfer
• Provide immediate access and resolution for referral service inquiries
• Support Primary Care Same Day Campaign and Telehealth initiatives

Qualifications:

• High School Diploma or equivalent required
• Minimum of 2 years of customer service experience required
• Experience in a medical or healthcare setting required
• Ability to interact professionally with patients, families, physicians, administrators, and nursing staff
• Flexibility to work weekends, evenings, and holidays as needed
• Must be able to work remotely during portions of the shift based on operational needs