Clinical Referral Representative I-Department of Neurosurgery-New Patient Referral Team

Clinical Referral Representative I

The Clinical Referral Representative I is responsible for providing customer care for patients who are referred to the Neurological Surgery Clinic. The employee must provide empathy while being knowledgeable and detail-oriented in their tasks. The Lillian S. Wells Department of Neurosurgery at the University of Florida, College of Medicine is committed to providing comprehensive clinical services for the diagnosis, management, treatment, and rehabilitation of patients suffering from diseases of the brain, spinal cord, and nervous system, including brain tumors, aneurysms, stroke, epilepsy, functional disorders, and spinal disorders and injuries. Our clinical care mission also extends throughout North Central Florida through regional neurosurgery programs. We offer the full spectrum of neurosurgical and neuro-oncology treatment options for both adults and pediatric patients. Our research labs and investigator-led initiatives and clinical trials are developing promising new treatments for neurological diseases that are extremely difficult to treat with conventional therapies. The Department of Neurosurgery offers education and training programs such as ACGME-accredited neurosurgery residency programs and fellowship programs.

Duties for this role include:

• Ensuring referrals are addressed in a timely manner in accordance with departmental protocols.
• Assembles and reviews patient clinical background and referral needs, communicates patient updates between providers and referring sources, and maintains ongoing tracking and documentation to promote team awareness and patient safety.
• Records information accurately and timely in EPIC in accordance with corporate policy and procedure.
• Ensures complete and accurate patient registration, including demographics and current insurance information, and communicates with referral sources to ensure all required information is complete.
• Handles requests from third-party referral sources and responds appropriately within skill level and documented departmental policies, seeking provider guidance when necessary.
• Interacts with clinic, departmental and other health center personnel to resolve issues, to confirm appointments, or to obtain further information.
• Observes all HIPAA rules & regulations and ensures that protected health information is secure.
• Contacts insurance companies to verify benefits and determine prior authorization requirements and communicates with referring offices to obtain required authorizations.
• Correctly enters insurance and authorization information into the EPIC system and creates insurance claims as applicable.
• Answers incoming calls in a courteous and professional manner and provides warm transfers to internal and external departments when appropriate.
• Performs outbound calls to patients to confirm scheduled appointments and schedules patient appointments according to Neurosurgery protocols.
• Reviews referral details and appointment expectations with patients, takes accurate and detailed messages for providers and office staff, and informs patients of appointment responsibilities such as arrival time, insurance cards, and preparation instructions.
• Maintains minimum monthly performance expectations, including average calls answered, average talk time, referral productivity, and patient satisfaction scores.

Expected Salary: $17.74-$19.68 per hour

Required Qualifications: High school diploma or equivalent and two years of experience providing customer service in a health care setting.

Preferred: Experience in providing the perfect patient experience, Epic experience, knowledge of medical terminology, solid organization skills.

Special Instructions to Applicants: For consideration, please complete an application and include a cover letter, resume and the names and email addresses of three to five references. This position is eligible for veterans' preference. To claim veterans' preference, please indicate your claim on the application and upload the required documentation, including a DD-214 (or equivalent certification from the Department of Veterans Affairs) as well as any additional supporting documentation applicable to your specific claim type. See UF's Veterans' Preference Page for more details. This requisition has been reposted. Previous applicants are still under consideration and do not need to reapply. Application must be submitted by 11:55 p.m. (ET) of the posting end date.

Health Assessment Required: No