JOB SUMMARY

The Referral Specialist is a crucial part of the healthcare team as they are the person responsible for managing schedules and coordinating patient retention strategies. With the number of patients seen daily, this position requires the ability to work efficiently in a fast-paced environment. The Referral Specialist is responsible for supporting the Appointment Team via background duties to service our patients in accordance with our mission, vision, and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• This position has no facetime with patients but requires excellent phone etiquette and communication skills with peers
• Answers incoming referral calls, makes appointments, re-schedules appointments, transfers calls, pages physicians as needed, and screen calls.
• Assists patients with any concerns, directing them in the area needed.
• Assists referring practices by being their direct contact in partnership with Practice Liaison.
• Discusses patient problems or concerns with patients and carries out office policies regarding resolutions
• Assist Practice Liaison with referrals and in office tasks
• Monitoring of daily Phreesia communications
• Saturday scheduling coverage
• Switchboard coverage
• As needed coverage on the Appointment Queue
• Monitor incoming appointment mail
• Communication and collaboration with all teams when needed

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Individuals must have 6 months experience and knowledge of Graystone Eye appointment scheduling process, front office workflow process, demonstrate ability to become proficient in required software and applications, and must demonstrate a thorough knowledge of clinical practices. Excellent communication and organizational skills, proficient on most software applications in a windows environment and be able to perform each essential duty satisfactorily are required. Ability to type at least 35 words per minute with an error rate less than 2%. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Previous experience in a call center or in a medical office with significant phone usage is preferred.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and percentage.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS

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 regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include ability to adjust focus. Ability to lift up to 20 lbs.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.