REFERRAL COORDINATOR

Referral Coordinator

The Referral Coordinator participates as an integral member of the interdisciplinary care team at ANHC. Key roles are coordination of services for panel patients, focusing on those whose face difficulty in navigating the healthcare system, management of referrals, and identifying relevant community resources. The Referral Coordinator may collaborate with outside service providers and provide applicable information to ensure seamless transitions of care. The Referral Coordinator works within the context of a primary care medical home, from a patient centered team approach, and in continuous partnership with families and the health care team to promote timely access to needed care. Panel patients may vary by panel, and may include patients experiencing homelessness, pregnancy, HIV, mental health issues, chronic diseases, and/or social issues. The Referral Coordinator is expected to be willing and able to provide services for all types of patients with compassion.

Coordination of Care

• Coordinates care for panel patients before visits, after visits, and between visits and may accompany the primary care provider during the visit, with special focus on patients at higher risk.
• Manages referral process from start to finish, including follow up on incomplete referrals.
• Coordinates with medical facilities, specialists, and hospitals to ensure continuity of care.
• Coordinates care with outside agencies or case managers as needed to meet patient needs.
• Communicates PCP or team information to patients as needed.
• Provides coverage for other Referral Coordinators when necessary.

Resource Assessment and Barrier Reduction

• Coordinates transportation needs for ANHC patients to and from appointments.
• Reviews status of eligibility for ANHC or external financial programs and educates as necessary.
• Follows up with high risk patients regarding missed referral appointments to identify barriers.
• Assists with accessing patient care items such as procuring durable medical equipment when patient resources are limited.
• Assists patients to access appropriate assistance programs including insurance, Medicaid, and ANHC programs such as Ryan White, Health Care for the Homeless or Sliding Fee discount.

Quality Improvement

• Accurately uses appropriate software to track care, in order facilitate data collection and process improvement.
• Participates in QI initiatives using the PDSA model.
• Attends appropriate monthly pod meetings and referral coordinator meetings.

Supporting Duties and Responsibilities:

• Coordinates and motivates team huddles as needed

Knowledge, Skills and Abilities:

ANHC's Mission, Vision and Values: Actively supports ANHC's mission, vision and values. Includes using individual skills to add value to the mission : To be a trusted partner in every person's wellness by providing integrated, compassionate, and high-quality health care, regardless of ability to pay; and vision : Accessible care for a healthy Anchorage. Aligns actions around organizational values of RESPECT, COMPASSION, PERSONAL INTEGRITY, EXCELLENCE and COLLABORATIVE SPIRIT and gives priority to organizational mission, vision and values when making decisions.

Accountability: Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his/her actions and their consequences both good and bad; has an ability to identify strengths and developmental opportunities and leverages insight to make adjustments to improve their effectiveness; courage to have difficult conversations.

Adapting to Change: Accepts and adapts to change in a professionally appropriate and thoughtful manner. Is willing to offer a different perspective or approach and yet knows when and how to stand down graciously and accept a well-thought-out decision. Embraces change.

Confidentiality: Maintains the highest level of confidentiality regarding ANHC records and information relating to ANHC, its customers and employees. Appropriately uses internal confidential information for business purposes only. Responsible for knowledge and compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Communicating Effectively: Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.

Decision Making/Judgment: Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization; conducts the appropriate analysis to identify the symptoms and root cause of issues; makes timely decisions.

Delivering High Quality Work: Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.

Demonstrating Initiative: Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.

Results Orientation: Is focused on outcomes and accomplishments; follows through on commitments; can be counted upon to successfully execute on goals; motivated by achievement and a need for closure; has an attention to detail and is both efficient and effective in achieving a high level of measurable outcomes; persists in achieving goals despite obstacles.

Service Excellence: Has a desire to consistently provide a genuinely exceptional experience to every person, every time. Provides timely and professional service to both internal and external customers; is responsive to customer needs and requests; is always courteous to the customer and considers the needs of the customer when making decisions.

Teamwork: Meets all team deadlines and responsibilities, listens to others and values opinions, helps team and leader to meet goals, welcomes newcomers and promotes a team atmosphere.

Physical, Sensory, Environmental Qualifications:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to be able to lift 10 pounds. Must be able to sit for up to eight hours in a day. Must be able to communicate clearly via telephone, verbally in person, and in writing. Must be able to use a computer, multi-line phone, and other office equipment

Work is performed in a healthcare clinic and office setting. On an intermittent basis remote work may be required. ANHC is a tobacco-free campus.

Equal Employment Opportunity Statement:

Anchorage Neighborhood Health Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Anchorage Neighborhood Health Center complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Persons alleging unequal treatment should contact the Chief Human Resources Officer.

The undersigned have read this job description and agree that it defines the position as it currently exists. The undersigned also understands that the above is intended to describe the general content of and requirements for this job. It is not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor.

Qualifications

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Work Experience: One to two years' experience in a health-related or customer service field, or similarly transferable work experience

Education, Certification and Licensure: High School Diploma or GED.

Additional Skills & Knowledge: Bilingual preferred