Patient Referral Representative

West Florida Medical Center Clinic PA

JOB SUMMARY

The Patient Referral Representative handles processing, follow up and communication to patients for referrals and/or procedure orders that are generated by providers. This position provides services that will support the success of the Medical Center Clinic referrals program.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Identify self to internal and external customers by wearing identification badge at all times.
Greet patients with courtesy, respect and a "personal touch". Answer questions and direct requests appropriately and efficiently.
Receive and process patient referrals from medical providers for specialty care, lab tests and procedures.
Accurately and efficiently processes referrals to specialists, hospitals and diagnostic centers in accordance with physician orders ensuring patients are scheduled timely for required services in the most appropriate setting
Identify appropriate referral resource for service; enter into referral tracking system for specialty appointment.
Document and monitor status for all referrals through appointment scheduling, patient notified, appointment completion and results received from specialty provider. Make phone calls according to a predefined protocol (48 hours in advance) to all New patients.
Assist in coordination of referrals to other MCC services.
Run referral tracking system reports to track open appointments and referrals and to make follow-up appointments as necessary.
Track referrals in a predefined format, report referral information monthly to VP Operations in a formal meeting.
Maintain a strong knowledge of MCC services available for New patients.
Develop a first-hand knowledge of certain procedures (hearing test, colonoscopy, trigger point injections, pain management blocks, etc.). Specific areas for knowledge development will be determined with VP Operations.
Make phone calls according to a predefined protocol (48 hours in advance) to all New patients after their visit to inquire regarding questions, MCC services and other matters. (NOTE: MCC will make New patient satisfaction survey calls outside this position. Results of that survey will directly impact performance evaluations for this position).
Address New patient complaints through a formal logging system. Look for trends and recommend solutions to consistent issues identified.
Attend department meetings during and after hours as necessary to ensure proper coordination of services to New patients.
Special projects as assigned.

CORPORATE CULTURE RESPONSIBILITIES

Follow established corporate and department-specific policies and procedures.
Attend all corporate and department-specific required training.
Uphold MCC's Purpose, Values, and Vision.
Abide by MCC's Corporate Culture Responsibilities.
Perform other duties as may be assigned cheerfully and willingly

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

High school diploma or General Educational Development (GED) equivalency. BS or BA degree preferred.
One year of experience in customer service with medical office experience highly preferred. Bachelor's Degree maybe substituted in lieu of experience.

KNOWLEDGE, SKILLS AND ABILITIES

Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
Ability to learn quickly and adapt to rapidly changing environments.
Must have working knowledge of a variety of computer software applications in word processing, spreadsheets, database, presentation software (MSWord, Excel, Access, PowerPoint), Outlook, and internet and the ability to quickly learn New applications.
Proficient in use of English language both in written and verbal communication.
Must be able to communicate with individuals of varying socio-economic backgrounds.
Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

Strength (Lift/Carry/Push/Pull): Medium (exerting up to 10 pounds of force occasionally)
Standing/Walking: Occasionally; activity exists up to ¼ of the time
Keyboarding/Dexterity: Frequently; activity exists from &fac34; of the time
Ability to look at a computer screen for extended periods.
Ability to perform constant repetitive hands and finger motions.
Ability to work in various positions (standing, sitting, bending, walking, holding, stooping, and kneeling) for extended periods of time.
Talking (Must be able to effectively communicate verbally): Yes
Seeing: Yes
Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

Must exhibit stable work behaviors daily.
Must possess adequate individual coping skills.
Ability to remain calm and professional regardless of workload or time constraints.
Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

Office environment.
Exposed to frequent and constant interruptions in daily functions/schedule.
Must be available to customers and staff throughout the day.
May be required to work extended hours to meet department needs

Apply

Vacancy posted 3 days ago

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