Referral Coordinator – Full Time (Remote) with $2,000 Sign On Bonus

• 2204783

Referral Coordinator

Job Summary:
This position will be responsible for serving as the central access point for referring providers and assisting in meeting key service and financial pillar goals. Utilizes appropriate protocols and resources, critical thinking, and decision-making skills to navigate the patient through service lines to receive care for referred services. Captures patient level demographics, insurance eligibility, and registration details and authorizations prior to service completion. Tests and refines new technology and workflows within PAS to ensure strategic alignment across service lines and in support of the organization’s goals.

Reports directly to the Referral Management Supervisor and will align to all individual performance expectations including, but not limited to, attendance and punctuality, adherence, call metrics, compliance, and registration accuracy. Position supports all aspects of patient coordination and barrier identification to support continuous growth in new patient external referrals and creating a competitive market for our patients and providers.

$2,000 SIGN ON BONUS for eligible new hires.

Key Responsibilities:

Primary Duties

• Serves as the decision-making resource and utilizes critical thinking to analyze the needed coordination for patient care associated across multidisciplinary departments
• Facilitates timely and efficient referrals and follow up with patients.
• Verifies insurance eligibility for all new patients entering VUMC through RMC via automated insurance plan eligibility databases
• Provides patient estimates based on coverage to support expectation of financial responsibilities
• Demonstrates a high degree of commitment to customer service and quality care provisions.
• Maintains effective communication
• Aligns to all HIPAA guidelines
• Conducts outreach efforts with referring providers to provide status updates
• Completes documentation, including demographics and referral information notes and orders.
• Escalates barriers to scheduling timely care and navigation for patients.
• Monitors messages from internal partners surrounding patient needs according to the level of urgency defined
• Mentors and assists new and existing staff by educating others on area-specific knowledge, skills and tools, and departmental processes.
• Participates in PAS departmental workgroups to support continuous improvement in workflows and new technologies
• Communicates overall satisfaction from patients and referring providers through a partnered support from RMC Supervisor and Operations Manager
• Advanced knowledge in designated telephony platform use and functions

Discover Vanderbilt University Medical Center:

Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded and your abilities challenged. It is a place where your diversity — of culture, thinking, learning and leading — is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Position Qualifications:

Required:

• High School Diploma or GED (or equivalent experience) and 3 years relevant experience

Skills/Knowledge/Competencies:

• Must be team-oriented, highly organized, detail oriented and have successfully demonstrated the ability to manage multiple priorities.
• Proven customer service skills and the ability to resolve problems and prevent patient dissatisfaction while ensuring quality standards are met.
• Ability to consistently utilize the appropriate and approved tools and protocols to handle patient calls.
• Ability to diffuse escalated patient situations and ensure best practices in delivery of service.
• Entry to intermediate knowledge of MS Office Suite including technical and computer skills
• Ability to navigate quickly within various computer programs.
• Sound verbal and written communication skills, as well as strong listening skills.
• Problem-solving skills with an ability to think quickly under pressure Ability to handle high call volume and answer patient questions in a timely manner.
• Ability to improve accuracy and quality.
• Ability to work varying shifts including early mornings/evenings and/or weekends to attend meetings and cross training or support other initiatives.
• Demonstrated ability to maintain confidentiality using tact and diplomacy.
• Ability to work independently and in a team setting with some supervision.

Additional Qualification Information:

• Successful completion of appropriate registration and scheduling system classes is required.

Physical Requirements/Strengths needed & Physical Demands:

• Light Work category requiring exertion up to 20 lbs. of force occasionally and uses negligible amounts of force to move objects.

Movement:

• Occasional: Standing: Remaining on one's feet without moving.
• Occasional: Walking: Moving about on foot.
• Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
• Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
• Occasional: Push/Pull: Exerting force to move objects away from or toward.
• Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
• Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
• Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.
• Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
• Occasional: Bimanual Dexterity: Requiring the use of both hands.
• Frequent: Sitting: Remaining in seated position
• Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.

Sensory:

• Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
• Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
• Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
• Continuous: Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips.