Referral Clerk

Job Description

Job Description

Description:

The Referral Clerk position at Tiburcio Vasquez Health Center, Inc. (TVHC) plays a vital role in making timely linkages for patients in need of external referrals to specialty and follow-up services. The Referral Clerk performs a wide variety of duties and responsibilities in a manner that places emphasis on quality of care and customer service. Patient services are the key priority in this position requiring the Referral Clerk to serve as a point of contact with other internal and external departments, all with the goal of fostering an environment which promotes patient comfort and trust. The position must exemplify the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.

Schedule: This is a full-time position, working 40 hours per week, typically Monday through Friday, with occasional Saturday hours.

About TVHC: Tiburcio Vasquez Health Center is a nonprofit community health center dedicated to promoting the health and well-being of our community by providing accessible, high-quality care through the integration of primary care, dental care, WIC support, mental health counseling, community health education, and more.

Benefits: We offer excellent benefits, including: medical (100% paid co-payments, premiums, etc.), dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, retirement plans with an Employer match, tuition reimbursement, monthly treats, pet insurance, and more. 

Compensation: $22.00 - $23.48 per hour, depending on experience.

This position is represented by SEIU, with compensation and benefits determined by the terms of the Collective Bargaining Agreement (CBA). Salary is based on the wage scales outlined in the agreement. Beyond base pay, TVHC provides a comprehensive compensation package that supports the health, wealth, and career development of our employees.  

Responsibilities:

• Performs general clerical duties in support of patient services according to the needs of the clinic and as directed by the Referrals Department Supervisor, provider(s) and nursing staff. These include but are not limited to answering phones, photocopies, faxing, typing, completing forms, etc. Works with patient scheduling system to meet the needs of patients seeking referrals. 
• Works independently and collaboratively as part of a team to ensure the timely processing of patient referrals in accordance with level of priority based on provider’s notes in patient’s medical record. This includes making linkages between patients and service providers in an acceptable timeframe to ensure continuity of care. 
• In a detail-oriented manner, assists providers in filling out proper documentation for referrals/authorization as required by service provider(s). 
• Assist patients in scheduling initial appointments as well as follow-up appointments. Completes necessary forms and assists patients in navigating through the paperwork and processes involved with making a successful referral. 
• Utilizing diplomacy and tact, assists patients in troubleshooting connections with external service providers in order to remove barriers to services, whether real or virtual. Handles all interactions with patients in a friendly customer-service and solutions-oriented manner. 
• Responsible for obtaining timely authorization from patients’ insurance carrier as needed. 
• Tracks all data from referrals into a computer data system. Provides ad-hoc reports to the Referrals Department Supervisor and/or Medical Director on status for referrals upon request. 
• Follows-up with patients and/or outside medical facilities to determine if patient kept their scheduled appointment. Works with providers to address failed appointments in the interest of achieving best possible outcomes for patients. 
• Works collaboratively with other medical facilities, providers and community agencies to maintain up-to-date resource guides of facilities where patients are referred. 
• Provides administrative back-up support to the Referrals Department Supervisor and/or Medical Director as assigned and as necessary for the smooth and efficient operation of the clinic.
• Attends staff and medical meetings, as required. 
• Acts in capacity as interpreter, as needed. 
• Performs all duties and service in full compliance with TVHC’s Service Excellence Standards. 
• Performs all duties in support of successful EHR/EPM implementation. 
• Works with external venders, or third parties and may be known as TVHC’s referral coordinator for the purpose of communication. 
• Performs additional duties, as assigned by the Referrals Department Supervisor and/or Medical Director and in support of quality assurance and improvement. 

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and expectations required of the position.

Requirements:

• High School Diploma, or G.E.D required.
• One year experience as a referral clerk or similar experience preferred.
• Computer knowledge consistent with health center information system; education/training or work experience in computer basics and data entry highly preferred.
• Knowledge of medical terminology preferred.
• Bilingual in English and Spanish highly preferred.

Qualifications:

• Excellent communication skills at level necessary for understanding and relaying instructions to participants and for accurately documenting participants’ information. 
• Ability to work together with all staff members, multi-task and work effectively in a fast-moving environment. 
• Culturally sensitive and demonstrated ability and effectiveness working with ethnically diverse populations. 
• Possess a thorough understanding of the importance of confidentiality and non-disclosure according to the general standards set forth by HIPAA. 
• Ability to travel as required to perform duties.