Referral Navigator

Position Title: Referral Navigator, Pain Center

Department: Pain Center
Reports to: Clinic Administrator
Date Revised: October 2025

FLSA Status: Non-Exempt

 Position Summary

 The Referral Navigator serves as the primary liaison between referring providers, patients, and the Pain Center team. This position ensures seamless coordination of new referrals, timely scheduling of initial visits, and consistent communication with all stakeholders. The Referral Navigator provides exceptional customer service at every interaction, ensuring a positive experience for patients and referring offices while supporting operational efficiency and data-driven decision-making within the Pain Center.

Essential Duties and Responsibilities

• Serve as the primary point of contact for referring providers, patients, and families who need assistance in the referral and/or appointment scheduling process.
• Process and enter new referrals, as needed, into the electronic medical record (EMR) accurately and promptly.
• Schedule initial visits with pain providers based on referral priority, provider preference, and patient needs.
• Maintain communication with referring offices to confirm receipt of referrals, request additional information, and update on patient appointment status.
• Track referral progress from initial receipt through completion of the patient’s first visit.
• Provide consistent and compassionate customer service, exceeding expectations in every patient and provider interaction.
• Collaborate with clinical and administrative teams to identify barriers to access and develop process improvements.
• Generate and submit monthly analytics reports to the Clinic Administrator, including but not limited to:
• Referral conversion rate
• Provider visit volumes
• Total referral volume
• Average time from referral to scheduled visit
• Maintain confidentiality and compliance with HIPAA and organizational policies.
• Participate in staff meetings, training, and continuous improvement activities.
• Perform other duties as assigned to support the mission and goals of the Pain Center and Kansas Spine & Specialty Hospital.

Qualifications and Experience

• High school diploma or equivalent required. Certified Nurse’s Aide, Certified Medical Assistant or other medical degree/certification highly desired.
• Minimum of two years’ experience in healthcare scheduling, patient access, or referral coordination required.
• Experience in a specialty or pain management clinic highly preferred.
• Demonstrated ability to manage multiple tasks while providing exceptional customer service.
• Minimum of two years’ experience in healthcare scheduling, patient access, or referral coordination required.
• Experience in a specialty or pain management clinic highly preferred.
• Demonstrated ability to manage multiple tasks while providing exceptional customer service.

Working Conditions

• Temperature controlled environment.  Employees should be
• Able to lift up to 50 pounds using proper lifting technique several times during their shift. 
• Must be able to read, write and speak English fluently, have cognitive skills for math, reading, filing and sterile technique skills. 
• Communication skills to deal well with employees, patients, families and physicians. 
• Vision for near, far & mid-range accommodation. 
• Hearing for low, medium, and high pitch. 
• Requires physical ability for long-term standing, occasional sitting, crouching, kneeling, frequent walking, reaching with reaching above head and below waist.
• Risks include exposure to blood and body fluids (high), contact with chemicals, and exposure to infectious diseases

Equal Employment Opportunity (EEO) & Americans with Disabilities Act (ADA) Statement

Our hospital is committed to fostering an inclusive and diverse workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. Additionally, we are dedicated to providing reasonable accommodations to qualified individuals with disabilities in the application and employment process. If you require assistance or accommodation due to a disability, please contact Human Resources so that we may engage in an interactive process to determine appropriate accommodation.

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