Initial Referrals Coordinator

Job Description

Job Description

INITIAL REFERRALS COORDINATOR

Advanced Pain Solutions (APS)

Department: Front Office / Referrals
Reports To: Practice Administrator / Management
Position: Initial Referrals Coordinator

Position Summary

The Initial Referrals Coordinator is responsible for receiving, reviewing, processing, and scheduling new patient referrals. This position ensures referrals are handled promptly and accurately, patient information is complete, insurance requirements are verified, and communication is maintained with referring providers, patients, and internal staff.

The coordinator plays an important role in preventing delays in patient care, maintaining an organized referral workflow, and helping new patients access treatment in a timely manner.

Essential Duties & Responsibilities

1. New Patient Referral Intake

• Receive and process incoming referrals through fax, email, electronic systems, and referring provider offices.
• Review referrals for completeness, including patient demographics, diagnosis, insurance information, medical records, and referring provider information.
• Enter new patient information accurately into the electronic medical record system.
• Upload and organize referral documents in the appropriate patient chart.
• Identify missing information and promptly contact referring offices for corrections or additional documentation.
• Review incoming referrals daily to prevent processing delays.

2. Insurance Verification & Requirements

• Verify insurance eligibility, benefits, and referral requirements before scheduling.
• Identify insurance plans requiring authorization or additional documentation.
• Coordinate with appropriate departments regarding insurance concerns.
• Notify patients and referring offices of insurance-related scheduling delays.
• Ensure insurance information is accurate and updated in the patient's chart.

3. New Patient Scheduling

• Contact patients promptly to schedule initial consultations.
• Coordinate appointments according to provider availability, scheduling guidelines, and office policies.
• Communicate appointment details, required paperwork, and necessary medical records to patients.
• Maintain an organized list of patients awaiting scheduling.
• Follow up with patients who have not responded to scheduling attempts.
• Address cancellations and rescheduling requests promptly.

4. Referral Tracking & Follow-Up

• Maintain accurate records of all incoming, pending, scheduled, and incomplete referrals.
• Follow up on referrals awaiting medical records, insurance information, or provider review.
• Monitor referral status to ensure no new patient is overlooked.
• Communicate referral delays, concerns, and unresolved issues to management.
• Assist with preparing referral tracking and scheduling reports when requested.

5. Communication & Coordination

• Maintain professional communication with referring providers, patients, insurance representatives, and internal staff.
• Respond promptly to phone calls, emails, faxes, and referral inquiries.
• Communicate missing referral information or documentation requirements to referring offices.
• Coordinate with medical assistants, scheduling staff, and management regarding new patient appointments.
• Provide timely updates when referrals cannot be processed or scheduled.

6. Documentation & Compliance

• Maintain accurate and complete patient records in the electronic medical record system.
• Ensure all referral documents are correctly labeled and filed.
• Protect patient confidentiality and comply with HIPAA regulations.
• Follow company policies regarding referral processing, patient scheduling, and documentation.
• Identify referral workflow concerns and recommend improvements.

Qualifications

• Previous medical office, referral coordination, or patient scheduling experience preferred.
• Knowledge of medical terminology, insurance verification, and referral requirements.
• Experience with electronic health records and practice management systems; eClinicalWorks experience preferred.
• Strong organizational skills and attention to detail.
• Excellent telephone etiquette, communication, and customer service skills.
• Ability to multitask and manage a high volume of referrals.
• Ability to work independently while maintaining communication with management and other departments.

Performance Expectations

• Process incoming referrals accurately and without unnecessary delays.
• Contact new patients promptly for scheduling.
• Maintain accurate and updated referral tracking records.
• Follow up consistently on incomplete referrals and missing documentation.
• Ensure patient demographics and insurance information are correct.
• Maintain professional communication with referring offices and patients.
• Minimize delays between referral receipt and initial consultation.
• Demonstrate accountability, teamwork, and strong organizational skills.
• Support provider schedules and maintain an efficient new patient referral process.