Who are we?

American Pain Consortium’s Center for Pain clinic is one of the oldest free standing non-hospital affiliated pain centers in the Midwest (originally established in 1993). Our Indiana clinic footprint includes Evansville, Indianapolis, Greenwood, Avon, and Lafayette while our Ohio footprint includes Columbus, Dublin, and Springfield. We also have five Ambulatory Surgery Center locations. Our caregivers build strong teams that deliver exceptional interventional pain management care.

As an employer, our mission is to empower every member of our team to realize their maximum professional potential and create an environment conducive to our shared success. Our “why” centers around our 7 inspirations: the pursuit of excellence, empathy in everything we do, a culture of collaboration, open communication, creating a space for belonging, and ongoing innovation, which yields the result of bringing value.

What do we do?

Our clinical multidisciplinary approach to care delivers the correct intervention to each and every patient, each and every time through various pain management procedures including injections, open surgical cases with general anesthesia, physical therapy, and psychological services. Our Providers focus on helping individuals improve functionality to restore a more meaningful lifestyle.

Behind the scenes are APC’s support departments which include areas like Operations Support, Pre-Service, Billing, Human Resources, Marketing, and Accounting. APC values individuals with a strong work-ethic, embracing why they want to serve in the healthcare industry while maintaining a work, family, and life balance. APC is seeking an individual who is eager to learn, develop, and grow in a role in the Pre-Service Department.

Job Summary

The Medical Assistant – Phones supports patients by answering patient calls related to clinical concerns and provides in the moment answers to patient questions, resolves post care concerns, and triages issues. This position also assists with medication concerns and prior authorizations.

Essential Duties & Responsibilities (What You’ll Do)

• Obtains appropriate and accurate information including but not limited to scheduling details, demographic updates, and insurance information.
• Resolves patient issues in a concise and informative manner by demonstrating care and urgency.
• Provides instruction to patients on preparation of documents needed and expectations for visits.
• Performs any written or verbal communication necessary to exchange information with designated contacts promoting effective working relationships.
• Communicates and articulates accurate information to and from patients
• Follows response guidelines with voicemails and electronic messages being returned within 24 hours
• Calls insurance companies and pharmacies to coordinate precertification/prior authorization for medications as well as communicates with internal and external stakeholders within the scope of medication management triage.
• Utilizes the EMR (Electronic Medical Record) system appropriately, following HIPAA guidelines, for documentation entry and retrieval of patient’s data. The documentation includes, but is not limited to, messages, clinical visits, interactions, and communication with patients and other healthcare providers.
• Assists the clinical team with all administrative aspects of patient care including, but not limited to, answering messages, obtaining medication prior authorizations, contacting multiple physicians or pharmacies, and medical record indexing and retrieval
• Utilizes technology appropriately to assure timely call answering, accurately documents appropriate and relevant information, and relays messages to the appropriate team in a timely manner.
• Schedules multiple services throughout the organization’s entities while balancing departmental resources, utilization requirements, and addressing physician/patient requests or needs.
• Builds and maintains collaborative relationships with both internal and external clients that lead to more effective communication and a higher level of productivity and accuracy.
• Provides, maintains, and promotes established customer service standards
• Makes process improvements and recommendations for improvement of flow and patient experience.
• All other duties as assigned

Minimum Qualifications(What We Are Looking For)

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and/or Experience Requirements

• Medical Assistant certification preferred
• Prior administrative or call center experience preferred
• Minimum of 24 months administrative experience in a medical facility, health insurance, or related area preferred
• Working knowledge of medical terminology required
• Knowledge of healthcare clinic environment functions required

Competencies

To perform the job successfully, an individual should demonstrate the following, which is included, but not limited, to:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Respect for Others - Treats patients, physicians, and colleagues in a professional, respectful, compassionate manner.
• Respect for Privacy - Handles all patient, company, and staff information in a confidential manner compliant with all state and federal regulations and the APC Code of Conduct.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standing and/or walking 20% of time
• Sitting 80% of the time
• Occasional lifting, stooping, kneeling, crouching, and reaching.

Supervisory Responsibilities

This position has no supervisory responsibilities

Benefits (Work Perks)

Included for all full-time positions

• Medical, Dental, and Vision Insurance
• Paid Time Off
• Paid Holidays
• Matching 401K plan
• Other

Equal Employment Opportunity

American Pain Consortium Management, its affiliates, and subsidiaries are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• What are your salary expectations?

Education:

• High school or equivalent (Required)

Ability to Commute:

• Indianapolis, IN 46260 (Required)

Work Location: In person