Referral Coordinator/Call Center Operator

Job Description

Job Description

1. SUMMARY: Under the direct supervision of the Practice Administrator, the Referral Coordinator/Call Center Operator will be responsible for managing all incoming referrals, telephone/scheduling patient appointments, verifying information, directing calls appropriately, monitoring faxes, and general clerical functions of MOC.

   QUALIFICATIONS:   Must be a high school graduate or equivalent; minimum two years medical office/billing experience; demonstrate basic computer skills including Electronic Health Records/Practice Management systems (EHR/PM), familiarity with insurance plans, and effective, service-oriented communication skills.

    

   ESSENTIAL JOB FUNCTIONS:

   PRIMARY DUTIES

    

   1. Exhibit exemplary customer service skills when interacting with patients, staff, and/or other individuals.
   2. Receive, review, and process all incoming referrals from outside providers, hospitals, and facilities. 
   3. Register patients within Practice Management System.
   4. Verify and update patient demographics, insurance coverage, and referral/authorization requirements.
   5. Schedule new and established patient appointments according to provider guidelines and office protocols.
   6. Maintain a working knowledge of provider schedules, appointment types, and office services.
   7. Create and mail new patient welcome letters; send electronic invites for patient portal. 
   8. Communicate with referring offices to obtain missing or incomplete documentation when needed.
   9. Monitor, file and/or electronically distribute incoming faxes and referrals. 
   10. Fax referral information back to referring provider/primary care provider. 
   11. Log all incoming referrals within the department log on Excel. 
   12. Serve as back-up for call center staff. 
   13. Maintain and ensure confidentiality of patient information and patients’ right to privacy. 

    

   ADDITIONAL DUTIES

   1. Answer incoming calls promptly and professionally while handling high call volumes with a positive, professional demeanor.
   2. Exhibit exemplary customer service skills when interacting with patients, staff, and/or other individuals.
   3. Direct calls to the appropriate department or staff member when necessary.
   4. Schedule new and established patient appointments according to provider guidelines and office protocols.
   5. Management appointment schedules when changes are necessary, including cancellations, reschedules, and provider availability updates.
   6. Maintain and ensure confidentiality of patient information and patients' right to privacy.
   7. Perform other duties as assigned. 

    

    

   Physical Demands:      Duties may include, but are not limited to, light to moderate exertion of manual effort in transporting materials and equipment; lifting, bending, pushing, and/or pulling loads up to 25 pounds; and prolonged viewing of TFT equipment in a confined position. 

    

   Accident/Health Hazards:    The tasks performed on the job produce exposure to injuries such as minor cuts or sprains.  Little or no health hazard is involved.

   Working Conditions:   MOC is a dynamic, fast-paced environment. Employees are expected to have the stamina to perform at reasonable standards under these conditions. This position may be occasionally exposed to various occupational hazards, including blood borne pathogens. Appropriate safety measures must be followed at all times and as trained.

   The work is carried out in a clean, well-lighted environment with mildly
   disagreeable conditions such as multiple telephone lines, noise, and frequent            interruptions.

    

   This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

    

   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis within 182 days of employment; or, from the time known or should have known the accommodation was needed.