Overview

Are you ready to take your career to new heights? At Concentra, you will be a vital member of our patient care team and play a crucial role in providing exceptional care to our patients. Our mission is to improve the health of America's workforce, one patient at a time. Join us at Concentra and see how your clinical competency and compassion can make a meaningful difference in the lives of the patients you serve.

The Referral Coordinator maintains high standards for quality and an exceptional patient experience in accordance with Concentra’s policies, procedures and applicable regulations. The Referral Coordinator processes referrals and authorizations and works closely with physicians, employers and payers to achieve a positive impact on patient outcomes.

Responsibilities

Essential Duties and Responsibilities

• First point of escalation for all case related issues requiring guidance
• Responsible for daily completion of assigned patient referrals, while meeting production requirements
• Reviews, processes and supports diagnostic, specialty and physical therapy referral requests by Concentra sites as defined by the market
• Obtains authorization for referrals and schedules appointments accordingly
• Ensures that appropriate networks and Concentra Advanced Specialists are used when applicable
• Provides all necessary information (medical records, transcripts, etc.) to payer
• Communicates with stakeholders - payer, employer, and patient - as appropriate and as per Service Package indications
• Records all appropriate information via OA/CR module of OccuSource per Policy & Procedure
• Builds relationships with provider and payer community
• Handles inbound and outbound calls according to the service guidelines of the department
• Participates in quality assurance programs including case review and ongoing training sessions

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Education/Credentials

Education Level: High School Diploma or GED

Job-Related Experience: Customarily has at least 1 year of experience

Job-Related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Familiarity with Microsoft Excel, Outlook, Word experience required
• Ability to communicate effectively
• Excellent time management skills
• Excellent communication skills and ability to communicate (both written and orally) effectively with colleagues at all levels of the organization
• Must display proper business etiquette and be skilled in the arts of diplomacy and tact
• Excellent time management skills including the ability to multitask and prioritize in a fast-paced environment
• Attention to detail
• Ability to build and maintain productive business relationships
• Exemplary ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism

Physical/Mental Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is continuously required to sit, talk and hear and utilize fingers for typing, flex or extend wrist to perform other job-related tasks. The employee is continuously required to use hands and fingers to feel, handle, or operate PC, office equipment and/or other equipment or tools; and reach, grasp or squeeze with hands and arms. While performing the duties of this job, the employee is occasionally required to stand, walk, reach (may involve overhead reaching), lift or carry up to 25 pounds, stoop, bend, kneel or squat. The ability to hear and understand with clarity and detect sound on a continuous basis, and have conversations with staff, patients, customers, management, etc. Normal or corrected vision to acceptable levels for common office work. It is necessary to view and type on computer screens for variable periods of time.

The mental demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. In this position, the employee may have imposed pressure on a routine and frequent basis to meet various deadlines, contact with people in stressful and unpredictable situations and to handle confidential and sensitive information and situations with care.