Referral Coordinator

Position Overview

The Referral Coordinator supports efficient clinic operations and a positive patient experience by managing all incoming and outgoing provider referrals and coordination of care. Key responsibilities include coordinating with the new patient coordinators, insurance verification team, clinic team, departmental referrals, scheduling based on urgency and treatment guidelines. The Referral Coordinator works closely with providers and their care teams, referral sources, such as primary care and specialty clinics, and hospitals to facilitate care coordination between patients and care teams. This role relies on accurate documentation, effective use of electronic systems and work queues, and professional telephone and written communication to maintain smooth referral workflows and regulatory compliance.

Essential Job Functions

• Manage internal and external department referrals, orders, and appointments to align with treatment guidelines.
• Applies established care pathway algorithms to review referrals, obtain required clinical documentation, and schedule patients within the recommended timeframes based on clinical urgency.
• Coordinates referral communications between physician offices, medical records, and patients, ensuring timely and effective service delivery.
• Review details and expectations about the referral with patients.
• Upon clinical approval, contacts the patient or referring clinic to schedule the appropriate office visit or consultation.
• Coordinates the collection and verification of patient registration information ensuring accuracy and completeness for consultation appointments.
• Supports patients filling out the New Patient Packet prior to first appointment through patient portal.
• Educates new patients on the Practice and welcomes them by creating a compassionate and friendly environment.
• Assist patients in problem solving potential issues related to the health care system, financial or social barriers (e.g., request interpreters as appropriate, transportation services or prescription assistance).
• Manage work queues to expedite referrals while preparing and organizing clinical documentation for medical review.
• Ensure processing or provider referrals, both inbound and outbound meet regulatory and departmental timelines, including processing within three business days, initiating urgent requests within one business day, and reviewing pending referrals weekly.
• Proactively track referral outcomes, obtain consultation notes and diagnostic reports from specialists, and ensure patients have return appointments with our providers.
• Maintain accurate and compliant documentation standards, including data entry, professional correspondence, and communication through health plan portals.
• Provide professional customer service by handling telephone inquiries and collaborating with physicians, medical staff, health plan members, and the community, while supporting additional administrative duties as needed.
• Acts as a system navigator and point of contact for patients and families, with patients and families having direct access for asking questions and raising concerns. May assume advocate role on the patient's behalf with the carrier to ensure approval of the necessary supplies/services for the patient in a timely fashion.
• Identify and utilize cultural and community resources. Establish and maintain relationships with identified service providers.
• Regular, predictable attendance and on-site presence during scheduled shifts is essential to ensure patient access, clinical continuity, and safe care delivery. Employees must report to work as scheduled, be punctual, and remain at work for assigned hours. For roles requiring coordination with patients, providers, and/or teams, consistent availability during scheduled hours is necessary to maintain safe and effective operations, continuity of work, and timely completion of job responsibilities. Employees must follow established call-out and scheduling procedures and provide timely notice of unscheduled absences when feasible. OSG will comply with applicable federal and Oregon laws regarding protected leave and reasonable accommodations.
• Performs other related duties as assigned by management, for which appropriate training will be provided, to support departmental objectives and organizational success.

Required Qualifications

• High school diploma or GED
• 3 years of MA or back-office clinic experience.
• Exceptional organizational skills and strong attention to detail, ensuring accuracy, efficiency, and consistency across all tasks and deliverables.
• Excellent interpersonal skills.
• Strong computer skills, including the ability to work with medical software.
• Knowledge of insurance, managed care operations, EMR and scheduling software.

Preferred Qualifications

• Oncology clinic experience.
• Registered Medical Assistant or Certified Medical Assistant certificate.

A successful Referral Coordinator will…

• Demonstrate exceptional interpersonal and communication skills, with the ability to build rapport, collaborate effectively.
• Exhibit a high level of compassion and professionalism when interacting with diverse patient populations, ensuring respectful, patient-centered care at all times.
• Maintain strong organizational skills and keen attention to detail, effectively managing tasks and ensuring accuracy in a fast-paced, dynamic environment.
• Adapt to shifting priorities with agility, effectively managing multiple responsibilities while maintaining quality and meeting deadlines.
• Show a strong commitment to continuous learning and professional development in clinical, administrative, and organizational practices.
• Uphold strict confidentiality standards while maintaining composure, sound judgment, and professionalism in high-pressure situations.