Referral Center Representative-Upstate Urology at Oswego Health

Referral Center Representative

The Referral Center Representative works under the direction of onsite site manager and the general direction of the Clinical Operations Director and Executive Director to support the full scheduling and referral cycle within Oswego Health Medical Practice. This role is responsible for coordinating patient appointments, processing referrals, verifying insurance coverage, maintaining accurate patient records, and ensuring timely communication between patients, providers, and specialty offices. The position requires strong organizational skills, discretion with confidential information, and a commitment to delivering an excellent patient experience while complying with departmental policies and regulatory standards.

Duties and Responsibilities

• Schedule, reschedule, and cancel patient appointments using the electronic health record (EHR) system and electronic referral orders.
• Process incoming referrals, documentation, and medical records to accommodate specialty and or primary care requests.
• Maintain referral worklists/waitlists and ensure timely follow-up with patients, provider offices, and specialty/primary care departments.
• Verify patient demographics, insurance coverage, and required paperwork prior to appointments.
• Check patients in and out for appointments and collect co-pays and other required payments.
• Communicate professionally with patients, families, clinicians, and referring provider offices, providing guidance, assistance, and excellent customer service.
• Receive, screen, and respond to telephone calls and voicemails using discretion, courtesy and proper phone etiquette.
• Enter referral documentation, communications, and actions into information systems accurately and efficiently.
• Assist with obtaining, importing and managing patient medical records as needed.
• Identify patients requiring financial counseling and provide information to Oswego Hospital Financial Counselor when applicable.
• Compose correspondence, reports, spreadsheets, meeting minutes, and other documentation as requested.
• Support practice leadership with projects such as data collection, reporting, file maintenance, and coordination of administrative paperwork.
• Ensure work areas are stocked with necessary supplies and resources to support quality service delivery.
• Participate in meetings, committees, training programs, cross-training, and required competencies.
• Assist with orientation and training of new staff members.
• Maintain confidentiality and compliance with HIPAA, Joint Commission, NYDOH, EMTALA, and other regulatory requirements.
• Perform downtime procedures and troubleshoot scheduling or referral issues with clinician offices as needed.
• Maintain a positive, collaborative team culture and complete other duties as assigned.

Required Skills and Abilities

• Proficiency in electronic medical record systems and standard computer applications, including Microsoft Office Suite.
• Strong organizational, multitasking, and detail-oriented skills.
• Excellent verbal and written communication skills, including active listening and professional phone etiquette.
• Ability to provide superior patient-centered customer service in a healthcare office environment.
• Knowledge of basic medical terminology and basic anatomy, preferred.
• Ability to work effectively in a team environment while continuously seeking solutions to improve patient care.

Education and Experience

• Associate's degree and/or two years of related administrative or healthcare experience preferred.
• Minimum of two years of healthcare, physician services, referral coordination, or customer service experience preferred.

Working Conditions

• Requires department-specific orientation, ongoing training, and participation in mandatory classes and competencies.
• Frequent telephone communication, sitting, and computer-based work.
• May require walking, standing, bending, lifting, and occasional travel or assignments to other practices/units as needed.
• Must maintain strict confidentiality of patient, clinician, and organizational information at all times.

Pay Range: $16.27-$19.53/hr

Employee salary is based on commensurate experience and other qualifications.