Referral Specialist

Referral Specialist

Be a part of a world-class academic healthcare system, UChicago Medicine Care Network, as a Referral Specialist at our Burr Ridge Access Center. This position is a flexible/remote opportunity.

The Referral Specialist manages all internal and external referrals across UChicago Medicine's Ambulatory and outpatient footprint. The referral specialist is also responsible for supporting UChicago Medicine's branded vanity lines for all ambulatory sites of care, as well as the My Chart support line for patients and consumers. The Referral Specialist works closely with stakeholders across the organization, including Access Center Scheduling, Clinic, and Revenue Cycle operations. The Referral Specialist will ensure expeditious conversion of referrals to scheduled visits, inclusive of initiating and securing financial clearance.

Essential Job Functions

• Delivers and maintains an exceptional level of personal attention to all patients referred to UChicago Medicine (UCM)
• Manages all assigned referral (internal and external) work queues
• Performs outreach to every assigned patient via telephone, My Chart, email and other electronic means to complete schedule or care coordination of referrals
• Exhibits mastery of specialized Access Center processes including but not limited to questionnaires, subgroups, auto search, radiology scheduling workflows, pre-registration, message templates, and referral capture and insurance plan networks.
• Identifies and promotes other practices or services the patient may also need by closing engagement requests and scheduling any outstanding orders/referrals identified via CRM.
• Drives and supports the UCM revenue cycle by minimizing potential financial risk of patient accounts through insurance registration and financial clearance activities.
• Ensure patient's account is financially secure
• Communicates out of pocket expense to the patient and tries to collect the identified out of pocket expense
• Answers all telephone calls for multiple queues and branded marketing lines across UCM
• Assesses the caller's needs and responds with critical judgement and ensures appropriate resolution for the inquiry or issue; understands when to escalate calls
• Attempts to handle calls through a first call resolution, inclusive of scheduling, pre-registration, and financial clearance.
• Works cooperatively in a team environment and supports a flexible structure to ensure success of the UCM Access Center. Demonstrates adaptability in providing coverage for multiple queues for unexpected absences, events or call volume variances
• Utilizes exemplary telephone etiquette to ensure we provide exceptional customer service
• Keeps up to date on UCM providers, services and locations across the organization
• Scheduling all physician consults generated from the PHA practices and capturing the referral in network
• Answers all telephone calls for multiple queues and MyChart help lines across UCM
• Understands and becomes a subject matter expert with MyChart, open, and direct scheduling
• Provides MyChart password assistance
• Provides proxy access to parents/guardians of minor children

Required Qualifications

• High school diploma or equivalent
• Two to three years of demonstrated hospital and patient accounts experience with extensive knowledge in third-party payor/regulatory agency requirements and general medical terminology
• Excellent customer service skills
• Good analytical and problem-solving ability
• Experience in basic computer software programs (Microsoft Word, Excel and Outlook)
• Typing required (minimum 25-30 wpm)
• Ability to handle high volume of work in a busy contact center

Preferred Qualifications

• Previous epic experience

Position Details:

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days
• Work Location: Onsite - Burr Ridge Access Center
• Unit/Department: Administration
• CBA Code: Non-Union