Intake Referral

Job Description

Job Description

POSITION SUMMARY

The Intake Referral Coordinator & Phone Operator is responsible for managing incoming patient referrals, coordinating referral information, and serving as a primary point of contact for incoming telephone calls. This position ensures referrals are received, processed, documented, and routed to the appropriate clinic or department in a timely and accurate manner.

The Phone Operator is responsible for answering and directing calls professionally, assisting patients and referring offices, documenting messages, and ensuring calls reach the appropriate team member. This position plays an important role in maintaining efficient clinic operations, supporting patient access to care, and providing a positive patient experience.

The ideal candidate is organized, detail-oriented, professional, dependable, and capable of managing multiple priorities in a fast-paced medical office environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES1. Intake and Referral Coordination

• Receive, review, and process incoming patient referrals from primary care providers, specialists, hospitals, and other referring facilities.

• Identify referrals for new patients versus established patients and route them according to FACA's established referral workflows.

• Ensure referral information is sent to the appropriate referral channel, clinic, or designated team member.

• Review incoming referral documentation for completeness, including patient demographics, referring provider information, diagnosis, insurance details, and supporting medical records.

• Identify missing or incomplete documentation and follow up with referring offices as needed.

• Enter and maintain accurate referral information in the designated systems.

• Monitor referral queues, dashboards, and assigned tasks to ensure referrals are addressed and do not remain unattended.

• Communicate with referring offices regarding referral status, missing records, and additional information needed to facilitate scheduling.

• Coordinate with scheduling staff to help ensure patients are directed to the appropriate provider or clinic.

• Follow established procedures for urgent referrals and escalate time-sensitive or clinically concerning information to the appropriate clinical staff.

• Maintain accurate documentation of referral activity, communications, and follow-up efforts.

• Protect patient information and ensure referral documentation is handled securely.

2. Telephone Operations

• Answer incoming calls promptly, courteously, and professionally.

• Serve as an initial point of contact for patients, referring providers, pharmacies, vendors, and other callers.

• Identify the reason for each call and route it to the appropriate department or extension, including:

  • Scheduling

  • Medical Assistant / Clinical Team

  • Surgery Scheduling

  • Referrals

  • Medical Records

  • Billing

• Provide general office information within the scope of the position and established FACA procedures.

• Accurately document caller information, the reason for the call, callback numbers, and any relevant details.

• Transfer calls appropriately and avoid unnecessary transfers or repeated calls between departments.

• Take complete and accurate messages when the intended recipient is unavailable.

• Enter messages and follow-up items into the designated telephone, voicemail, or task management system.

• Monitor assigned voicemail and telephone tasks and ensure they are addressed within established timeframes.

• Follow procedures for repeat calls, unresolved concerns, and calls requiring management or clinical escalation.

• Direct surgery-related questions, clinical concerns, medication questions, and other matters outside the scope of the position to the appropriate staff member.

• Maintain a calm, professional, and helpful demeanor when handling upset callers or difficult conversations.

3. Patient Service and Communication

• Represent Foot and Ankle Clinics of Arizona professionally in all telephone and written communications.

• Provide courteous, respectful, and patient-focused service to patients, family members, and referring offices.

• Communicate clearly and accurately, using appropriate language and tone.

• Demonstrate patience and professionalism when assisting individuals who may be frustrated, confused, or concerned about their care.

• Maintain appropriate boundaries and avoid providing medical advice or making clinical decisions outside the scope of the position.

• Escalate patient complaints, urgent concerns, and unresolved issues to the appropriate supervisor or clinical team.

• Support efficient access to care by ensuring referrals and telephone inquiries are directed to the correct destination.

4. Documentation, Systems, and Workflow Compliance

• Use FACA-approved systems and software to manage referrals, patient information, telephone calls, messages, and follow-up tasks.

• Follow established procedures for referral intake, call routing, documentation, and task management.

• Maintain accurate, complete, and timely records of all assigned activities.

• Monitor assigned queues and worklists throughout the workday.

• Follow up on outstanding referrals, incomplete information, and unresolved tasks according to department standards.

• Communicate workflow concerns, recurring issues, and system problems to the designated supervisor.

• Maintain organized work queues and prioritize tasks according to urgency, established procedures, and management direction.

• Participate in training, staff meetings, and workflow improvement initiatives as assigned.

• Adapt to changes in technology, referral processes, telephone systems, and clinic procedures.

5. HIPAA, Confidentiality, and Compliance

• Maintain the confidentiality and security of protected health information (PHI).

• Follow HIPAA requirements and all applicable federal and Arizona privacy regulations.

• Verify identity and authorization before disclosing protected information, as required by established policy.

• Share patient information only with authorized individuals and for permitted purposes.

• Ensure referral documents, telephone messages, and electronic records are handled securely.

• Report suspected privacy breaches, misdirected records, or other compliance concerns promptly to management.

• Follow FACA policies, procedures, and applicable regulatory requirements.

6. Teamwork and General Administrative Support

• Work collaboratively with scheduling, clinical staff, medical records, billing, and management.

• Maintain professional communication with all FACA locations and departments.

• Assist with other administrative duties related to referral intake and telephone operations as assigned.

• Follow attendance, punctuality, communication, and workplace conduct policies.

• Notify the supervisor of workflow interruptions, staffing concerns, or issues that may affect patient service.

• Perform other duties consistent with the position and the operational needs of the practice.

QUALIFICATIONS

Education and Experience

• High school diploma or equivalent required.

• Previous experience in a medical office, healthcare call center, referral department, or patient scheduling role preferred.

• Experience handling high-volume telephone calls and managing multiple tasks preferred.

• Familiarity with medical terminology, insurance information, referral documentation, and electronic health records preferred.

• Experience with medical practice management systems, referral platforms, or telephone task management systems is a plus.

Knowledge and Skills

• Strong verbal and written communication skills.

• Excellent customer service and telephone etiquette.

• Strong organizational skills and attention to detail.

• Ability to prioritize tasks and manage competing demands.

• Accurate data entry and documentation skills.

• Ability to maintain confidentiality and handle sensitive information appropriately.

• Professional judgment when routing calls and escalating concerns.

• Ability to work independently while contributing to a team environment.

• Ability to learn and follow established workflows and technology procedures.

• Dependable attendance, punctuality, and consistent follow-through.

PERFORMANCE EXPECTATIONS

The employee is expected to:

• Process and route referrals accurately and within established departmental timeframes.

• Review referral documentation and follow up on missing information.

• Answer, document, and route telephone calls professionally and accurately.

• Complete assigned voicemail, message, and referral tasks within required timeframes.

• Maintain accurate records and minimize avoidable errors.

• Follow FACA's established workflows for new and established patient referrals.

• Protect confidential patient information at all times.

• Demonstrate professionalism, accountability, teamwork, and a patient-focused approach.

• Communicate promptly with management regarding barriers to completing assigned responsibilities.

Performance will be evaluated based on accuracy, productivity, responsiveness, customer service, task completion, compliance, attendance, and adherence to established FACA policies.

PHYSICAL AND WORK ENVIRONMENT REQUIREMENTS

• Ability to work in a medical office or administrative setting.

• Ability to sit for extended periods while performing telephone and computer-based tasks.

• Ability to use a computer, telephone, headset, and standard office equipment.

• Ability to communicate effectively by telephone and electronically.

• Ability to manage interruptions and maintain concentration in a busy office environment.

Reasonable accommodations may be made for qualified individuals with disabilities to perform the essential functions of the position.