Referral Coordinator

Job Description

Job Description

SUMMARY: Under the direct of the department manager, the Referral Coordinator/Call Center Operator will be responsible for managing all incoming referrals, telephone/scheduling patient appointments, verifying information, directing calls appropriately, monitoring faxes, and general clerical functions of MOC.

QUALIFICATIONS: Must be a high school graduate or equivalent; minimum two years medical office experience; demonstrate basic computer skills including Electronic Health Records/Practice Management systems (EHR/PM), familiarity with insurance plans, and effective, service-oriented communication skills.

ESSENTIAL JOB FUNCTIONS:

PRIMARY DUTIES

1. Exhibit exemplary customer service skills when interacting with patients, staff, and/or other individuals.

1. Receive, review, and process all incoming referrals from outside providers, hospitals, and facilities.

1. Register patients within Practice Management System.

1. Verify and update patient demographics, insurance coverage, and referral/authorization requirements.

1. Schedule new and established patient appointments according to provider guidelines and office protocols.

1. Maintain a working knowledge of provider schedules, appointment types, and office services.

1. Create and mail new patient welcome letters; send electronic invites for patient portal.

1. Communicate with referring offices to obtain missing or incomplete documentation when needed.

1. Monitor, file and/or electronically distribute incoming faxes and referrals.

1. Fax referral information back to referring provider/primary care provider.

1. Log all incoming referrals within the department log on Excel.

1. Serve as back-up for call center staff.

1. Maintain and ensure confidentiality of patient information and patients’ right to privacy.

1. Perform other duties as assigned.

SECONDARY DUTIES

1. Answer incoming calls promptly and professionally.

1. Direct calls to the appropriate department or staff member when necessary.

1. Manage appointment schedules when changes are necessary, including cancellations, reschedules, and provider availability updates.