Referral Coordinator

Overview

We are seeking a proactive and detail-oriented Referral Specialist Coordinator to join our dynamic healthcare team. The Referral Specialist Coordinator is responsible for overseeing the daily referral workflow to ensure referrals are processed accurately, patient outreach is completed timely, and appointments are scheduled according to established clinic protocols and provider templates. This position serves as a resource for referral staff and assists the Front Office Manager with training, workflow development, quality monitoring, and ongoing process improvement.

Essential Duties and Responsibilities

1. Referral Queue Management and Oversight

• Monitor incoming referral work queues to ensure referrals are reviewed, processed, and addressed within established timeframes.
• Ensure referral staff are consistently working assigned queues and completing required patient outreach.
• Monitor staff call activity and verify that appropriate and accurate outreach is being completed, including proper documentation of calls, messages, and follow-up attempts.
• Review referral processing for accuracy, including patient demographics, insurance information, required documentation, and referral records; provide retraining guidance when recurring issues are identified.
• Identify backlogs, delays, and recurring issues within referral queues and communicate concerns to the Front Office Manager.

2. Scheduling Accuracy and Compliance

• Monitor referral scheduling to ensure patients are scheduled with the appropriate provider and according to established scheduling protocols and provider templates.
• Ensure staff understand provider-specific scheduling requirements, appointment types, visit lengths, and other applicable scheduling guidelines.
• Review scheduling errors and provide retraining as needed to prevent recurring issues.
• Ensure staff follow established workflows for contacting patients, documenting outreach, and scheduling appointments; escalate noncompliance or recurring concerns to the Front Office Manager for attention.
• Identify opportunities to improve appointment access and collaborate with the Front Office Manager to address scheduling barriers.

3. New Hire Training and Staff Development

• Assist the Front Office Manager in developing, coordinating, and delivering comprehensive training for new hires responsible for referral processing and scheduling.
• Ensure new employees receive structured training on referral workflows, work queue management, patient outreach, documentation standards, insurance verification, registration, and scheduling protocols.
• Provide hands-on instruction, job aids, and ongoing guidance to help new hires develop competency, accuracy, and confidence in their responsibilities.
• Monitor new hire progress and competency, identify areas requiring additional training, and communicate progress or concerns to the Front Office Manager.
• Provide ongoing education and refresher training for existing staff when workflows, policies, documentation standards, or scheduling requirements change.
• Serve as a resource for staff questions and assist with resolving workflow challenges while reinforcing established policies and expectations.

4. Workflow Improvement and Collaboration

• Work directly with the Front Office Manager to evaluate current referral processes and identify opportunities to improve efficiency, accuracy, and patient access.
• Recommend and assist with implementing workflow changes, process improvements, and staff education initiatives.
• Identify recurring errors, communication gaps, training needs, and operational barriers, and help develop solutions to prevent future issues.
• Assist with creating and maintaining workflow instructions, training materials, reference guides, and standard operating procedures.
• Communicate referral trends, work queue concerns, staff training needs, and operational recommendations to the Front Office Manager.
• Support consistent implementation of departmental policies and workflows across applicable clinic locations and teams.

5. Patient and Referring Office Communication

• Assist with resolving referral-related questions and concerns from patients, referring offices, insurance companies, and internal departments.
• Ensure missing referral information and documentation are requested and appropriately tracked.
• Promote clear communication between referral staff, scheduling teams, clinical departments, and management.
• Escalate complex referral issues, scheduling concerns, and situations requiring management or clinical review.

6. Administrative and General Responsibilities

• Maintain accurate documentation and records within the electronic health record and applicable tracking systems.
• Utilize Microsoft Word, Excel, and other departmental systems to monitor referral activity, identify trends, and support reporting needs.
• Maintain confidentiality and comply with organizational policies and applicable patient privacy requirements.
• Demonstrate professionalism, dependability, accountability, and a positive, solution-oriented approach when supporting staff and patient-facing workflows.
• Perform other duties as assigned by the Front Office Manager.

Qualifications

Education and Experience

Required:

• High school diploma or equivalent.
• At least 1 year of customer service or healthcare administrative experience.
• Working knowledge of referral processing, patient registration, insurance verification, and medical scheduling.
• Demonstrated ability to follow established workflows and scheduling protocols.
• Previous experience training, mentoring, or supporting other staff members preferred.
• Previous experience training, mentoring, coaching, or supporting other staff members preferred.

Required Knowledge, Skills, and Abilities

• Strong organizational skills, attention to detail, and ability to reinforce accurate work habits through training and coaching.
• Ability to prioritize tasks, manage competing responsibilities, and meet established deadlines.
• Strong communication and interpersonal skills, including the ability to provide constructive feedback and training.
• Strong communication and interpersonal skills, including the ability to provide clear instruction, constructive feedback, and supportive training.
• Ability to explain workflows and scheduling requirements clearly and consistently.
• Ability to use critical thinking and sound judgment when resolving routine operational issues.
• Ability to work independently while collaborating effectively with the Front Office Manager and team members.
• Proficiency in computer applications and electronic health record systems.
• Ability to maintain professionalism in a fast-paced environment with changing priorities.
• Ability to establish and maintain effective working relationships with patients, coworkers, providers, referring offices, and administrative staff.

Typical Physical Demands

• Work may require prolonged periods of sitting and frequent walking, standing, stooping, bending, or reaching.
• Ability to operate a computer keyboard and standard office equipment.
• Ability to use a telephone and communicate effectively with patients, coworkers, providers, and outside offices.
• Ability to view and enter information on computer screens for extended periods.
• Ability to work effectively in a busy office environment.

Join us as a Referral Specialist Coordinator to play a crucial role in enhancing patient access to care while ensuring operational excellence. Your dedication will support our mission to deliver outstanding healthcare experiences through meticulous coordination, compliance adherence, and compassionate service.

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Work Location: In person

Salary : $18 - $21