Referral Coordinator

Referral Coordinator

The Referral Coordinator is responsible for the timely processing and follow up of practice referrals.

Essential Job Functions:

• Ensures the appropriate status has been added systematically, enabling regular follow-up to scheduled appointments.
• Appropriately schedules appointments across markets.
• Coordinates receipt of records from referring provider before appointments
• Respond professionally to both written and telecommunications promptly.
• Demonstrates ability to coordinate with others.
• Assist manager with enterprise reporting of referral status.
• Provide training to new team members and retraining to existing team members.
• Act as a front-line resource for questions.
• Responds timely to inquiries from colleagues outside of the department.

Team Interaction & Self Development:

• Fosters a positive and collaborative team environment.
• Assists with optimizing processes.
• Professionally communicate with the team.
• Participates in team training opportunities.

Patient Interaction and Satisfaction:

• Responds timely to patient and provider inquiries, concerns, and complaints, escalating to leadership when appropriate.
• Ensures a high level of patient satisfaction through effective communication and problem-solving.
• Serves as a first-level responder to provider complaints.

Quality and Compliance:

• Produces work within the quality assurance standard.
• Meets the productivity standard.
• Maintains up-to-date knowledge of the patient access center protocols and best practices.
• Follow all documented protocols.
• Maintains privacy and confidentiality standards and regulations.

Competencies:

• Innovative, results-oriented, and high-energy professional with a track record of success.
• Strong work ethic, hands-on individual who can work with staff to provide the best possible patient experience.
• Demonstrates a high sense of urgency and accuracy and can handle multiple priorities and time demands.
• Excellent interpersonal, communication, and presentation skills.
• Ability to interact and communicate effectively with management, patients, and peers.
• Demonstrated ability to follow oral and written instructions.
• Ability to multi-task, work in a fast-paced environment, and manage time accordingly to meet deadlines and requirements of the organization.

Work Environment:

The work characteristics described here represent those an employee encounters while performing the essential functions of this job—a fast-paced, deadline-oriented, confidential department.

Physical Demands:

• Extended Sitting: Prolonged periods of sitting at a desk while on the phone, often for the duration of the shift.
• Computer Use: Constant computer use, including frequent typing, mouse use, and screen navigation.
• Headset Use: Continuously using a headset for listening and speaking may put pressure on the ears and head.
• Visual Focus: A sustained focus on a computer screen requires good eyesight or corrective measures.
• Repetitive Movements: Frequent, repetitive actions such as typing and dialing phone numbers.
• Speech and Hearing: Clear speaking and active listening skills can be tiring, especially for long stretches.
• Limited Physical Movement: Restricted ability to move freely may require stretching during breaks.
• Manual Dexterity: Hand and finger dexterity for effectively typing and handling office equipment.
• Stress Tolerance: Ability to manage physical stress responses associated with high call volumes and possible complicated interactions.

Position Type and Expected Hours of Work:

This is a full-time position. Monday -Thursday 8:00 A.M. – 4:30 P.M. Friday 8:00 - 3:00 P.M. Travel is not required.

Required Education and Experience:

• High School Diploma or GED
• Customer service experience
• Prior medical or front office experience.

Preferred Education and Experience:

• Basic Microsoft Word, Excel, and technologically advanced communication systems and devices.
• Previous experience in a call center environment.