Referral Coordinator

About US Eye: US Eye is a physician-led, patient-centric network of eye care practices committed to providing exceptional patient service through premium technology and unrivaled provider expertise. We are one of the nation's leading multi-specialty physician groups, providing patients with care in ophthalmology, optometry, dermatology, and facial surgery. With 50 clinics and five surgery centers, led by 95 providers and over 1,000 team members system-wide, we deliver world-class care to patients throughout Florida, the Carolina's, and Virginia.

About Carolina Eyecare Physicians : Carolina Eyecare Physicians is one of the nation's leading multi-disciplinary physician groups, providing patients worldwide with care in ophthalmology, optometry, cosmetic facial surgery, and skin care. With several locations throughout Charleston and the surrounding area, we are proud to offer our patients convenient access to nationally renowned surgeons, compassionate staff members and cutting-edge technology.

For over 30 years, the board-certified ophthalmologists and optometrists at Carolina Eyecare Physicians have provided for the eye care needs of Lowcountry patients. Our Mission is to "Bring Clear Vision to Life" through compassionate relationships and the unending pursuit of excellence in eye care. At Carolina Eyecare Physicians, we strive to provide our patients with the opportunity to experience a more rewarding and enjoyable life. We hope you come in with high expectations and leave with them exceeded. We consider it an honor to be entrusted with your care.

JOB SUMMARY:
The Referral Coordinator is responsible for the timely processing and follow up of practice referrals.

ESSENTIAL JOB FUNCTIONS (other duties as required):

• Ensures the appropriate status has been added systematically, enabling regular follow-up to scheduled appointments.
• Appropriately schedules appointments across markets.
• Coordinates receipt of records from referring provider before appointments
• Respond professionally to both written and telecommunications promptly.
• Demonstrates ability to coordinate with others.
• Assist manager with enterprise reporting of referral status.
• Provide training to new team members and retraining to existing team members.
• Act as a front-line resource for questions.
• Responds timely to inquiries from colleagues outside of the department.

Team Interaction & Self Development

• Fosters a positive and collaborative team environment.
• Assists with optimizing processes.
• Professionally communicate with the team.
• Participates in team training opportunities.

Patient Interaction and Satisfaction :

• Responds timely to patient and provider inquiries, concerns, and complaints, escalating to leadership when appropriate.
• Ensures a high level of patient satisfaction through effective communication and problem-solving.
• Serves as a first-level responder to provider complaints.

QUALITY AND COMPLIANCE:

• Produces work within the quality assurance standard.
• Meets the productivity standard.
• Maintains up-to-date knowledge of the patient access center protocols and best practices.
• Follow all documented protocols.
• Maintains privacy and confidentiality standards and regulations.

Reasonable accommodation may be given to individuals with disabilities to perform the essential functions.

COMPETENCIES:

• Innovative, results-oriented, and high-energy professional with a track record of success.
• Strong work ethic, hands-on individual who can work with staff to provide the best possible patient experience.
• Demonstrates a high sense of urgency and accuracy and can handle multiple priorities and time demands.
• Excellent interpersonal, communication, and presentation skills.
• Ability to interact and communicate effectively with management, patients, and peers.
• Demonstrated ability to follow oral and written instructions.
• Ability to multi-task, work in a fast-paced environment, and manage time accordingly to meet deadlines and requirements of the organization.

WORK ENVIRONMENT:
The work characteristics described here represent those an employee encounters while performing the essential functions of this job-a fast-paced, deadline-oriented, confidential department.

PHYSICAL DEMANDS:

• Extended Sitting: Prolonged periods of sitting at a desk while on the phone, often for the duration of the shift.
• Computer Use: Constant computer use, including frequent typing, mouse use, and screen navigation.
• Headset Use: Continuously using a headset for listening and speaking may put pressure on the ears and head.
• Visual Focus: A sustained focus on a computer screen requires good eyesight or corrective measures.
• Repetitive Movements: Frequent, repetitive actions such as typing and dialing phone numbers.
• Speech and Hearing: Clear speaking and active listening skills can be tiring, especially for long stretches.
• Limited Physical Movement: Restricted ability to move freely may require stretching during breaks.
• Manual Dexterity: Hand and finger dexterity for effectively typing and handling office equipment.
• Stress Tolerance: Ability to manage physical stress responses associated with high call volumes and possible complicated interactions.

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job.

POSITION TYPE AND EXPECTED HOURS OF WORK:
This is a full-time position.
Monday -Thursday 8:00 A.M. - 4:30 P.M.
Friday 8:00 - 3:00 P.M.


TRAVEL:
Travel is not required.

REQUIRED EDUCATION AND EXPERIENCE:
High School Diploma or GED
Customer service experience
Prior medical or front office experience.

PREFERRED EDUCATION AND EXPERIENCE:
Basic Microsoft Word, Excel, and technologically advanced communication systems and devices.
Previous experience in a call center environment.