Bilingual Referral Coordinator

Job Description

Job Description

Peak Behavioral Health is seeking a Bilingual Referral Coordinator to join our team at our Norman office!

The ideal candidate is proactive, dependable, and thrives in a fast-paced environment. They have excellent organizational skills, enjoy coordinating complex schedules, communicate effectively with diverse stakeholders, and are committed to improving patient access to behavioral health services. They consistently demonstrate empathy, accountability, attention to detail, and a solution-focused mindset while supporting patients and providers throughout the referral process.

The Bilingual Referral Coordinator is responsible for managing the referral, scheduling, and coordination process for psychological testing services. This position serves as the primary point of contact for referral sources, patients, families, providers, and insurance companies to ensure timely access to care while maintaining exceptional customer service.

Essential Functions:

Referral Management

• Receive and process incoming referrals from physicians, therapists, schools, hospitals, and community partners.
• Review referrals for completeness and request missing documentation as needed.
• Enter referrals accurately into the Referral Tracker and appropriate waitlist.
• Track referral status from receipt through completed evaluation.
• Maintain referral queues and ensure timely follow-up.
• Communicate with referral sources regarding referral status and appointment availability.

Patient Scheduling

• Verify insurance eligibility
• Schedule psychological testing appointments according to provider availability and testing requirements.
• Coordinate multi-session evaluations when necessary.
• Optimize provider schedules to maximize utilization.
• Maintain waitlists and proactively fill cancellations.
• Confirm appointments and communicate preparation instructions.
• Reschedule appointments promptly when needed.

Patient Communication

• Serve as the primary contact for patients and families throughout the scheduling process.
• Explain the testing process, timelines, and expectations.
• Answer scheduling questions professionally and compassionately.
• Respond to phone calls, voicemail, emails, and text communications promptly.
• Provide exceptional customer service while maintaining confidentiality.

Provider Coordination

• Collaborate with psychologists and therapists regarding scheduling needs.
• Communicate schedule changes efficiently.
• Documentation
• Maintain accurate scheduling notes within the EMR.
• Document patient communications.
• Upload referral documents and authorizations.
• Maintain HIPAA-compliant records.

Operational Responsibilities

• Monitor testing referral volume and scheduling capacity.
• Assist in reducing wait times through effective scheduling practices.
• Generate reports on referral activity, waitlists, and scheduling metrics.
• Participate in workflow improvement initiatives.
• Cross-train with other scheduling staff.

Quality Expectations

• Maintain high accuracy in scheduling and documentation.
• Follow HIPAA and confidentiality requirements.
• Adhere to organizational policies and procedures.
• Demonstrate professionalism in all patient interactions.
• Meet productivity and quality benchmarks established by leadership.

Required Qualifications

• Bilingual:
• Spanish and English
• Fluent in both written and verbal communication
• High school diploma or GED required.
• Minimum of two years of experience in medical scheduling, behavioral health, healthcare administration, or patient access.
• Experience working with insurance verification and prior authorizations.
• Proficiency with electronic health records (EHR/EMR).
• Strong computer and Google Workspace (Docs, Sheets, Gmail) skills.
• Excellent verbal and written communication skills.
• Exceptional organizational and time-management abilities.
• Ability to prioritize multiple competing demands.

Preferred Qualifications

• Associate's or bachelor's degree in healthcare administration, business, or a related field.
• Experience scheduling behavioral health or psychological testing.
• Knowledge of CPT codes, behavioral health billing, and insurance processes.

Knowledge, Skills and Abilities

• Excellent customer service skills
• Strong attention to detail
• Critical thinking and problem-solving abilities
• Ability to maintain confidentiality
• Professional phone etiquette
• Conflict resolution skills
• Ability to work independently while collaborating with a team
• Adaptability in a fast-paced healthcare environment
• Strong written documentation skills
• Willingness to accept feedback and make necessary changes
• Commitment to personal growth through continuing education

Reporting

The Referral Coordinator reports to the Intake Manager.

Work Environment 

This position works primarily in an outpatient behavioral health clinic located in Norman, Oklahoma. The role requires frequent interaction with patients, families, providers, referral sources, insurance companies, and internal staff while maintaining a professional, compassionate, and patient-centered approach.

Physical Demands

The physical demands described here are representative of those that must be met by the Referral Coordinator to successfully perform the essential functions of this job.

While performing the duties of this job, the Referral Coordinator is regularly required to speak and hear sufficiently to communicate effectively by phone or in person at normal volumes. The Referral Coordinator’s vision must be adequate to read correspondence, computer screens, forms, etc. The position requires good manual dexterity. The Referral Coordinator is required to sit and use a computer and keyboard for prolonged periods of time. The position requires the ability to reach with hands and arms; and occasionally requires the ability to stand, walk, kneel, bend, lift and move up to 25 pounds.

Classification and Compensation

The Referral Coordinator is an hourly, non-exempt position. Payroll is processed bi-weekly, constituting 26 annual pay periods.

Benefits:

• Base hourly wage $16 - $20 per hour
• Medical/Dental/Vision Insurance (Peak will pay for 50% of these insurance premiums for the employee). Dependents can be added as needed, but the employee is responsible for 100% of those costs.
• Short-Term Disability (100% paid by Peak)
• Up to 4% matching Retirement benefits, once eligibility requirements have been met
• Paid Time Off (accrue up to 2 weeks annually; additional accruals following 3 years of full-time employment)
• 8 Paid Holidays, as outlined in Peak’s Policy Manual
• Paid Expenses (supplies as needed for Administrative department)
• Company computer

Position Type/Expected Hours of Work

This is a full-time position with the expectation that the Referral Coordinator works 40 hours weekly. Work is primarily expected to occur during typical weekdays (Monday-Friday); but work and/or training may be requested on weeknights or weekends to ensure the expectations and requirements of the position are being met. Overtime work is not required and, in all situations, must be approved in advance by the COO and/or the CEO.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.