Referral Center Team Lead

Job Title: Referral Center Team Lead Department: Referral Center

Reports to: Patient Access Manager Revision Date: 02/14/2025

Job Summary:

The Referral Center Team Lead is responsible for staffing and operational activities within patient access, including enforcing departmental policies, practices and procedures, employee training and orientation, reporting departmental concerns, and providing recommendations for improvement. Responsible for all duties related to the scheduling cycle while using multiple programs and resources. Processing and receiving referrals and records to accommodate specialty requested. Schedule patients within scope of referral. Maintain worklists to ensure follow up with client or specialty is completed in time frame required. Identify patients who require financial counseling. Basic Knowledge of ICD10 coding, general anatomy, and medical terminology. Communicate with provider offices, co-workers and other service areas and employees. Representative is responsible for obtaining accurate and complete patient data, providing baseline information to physician offices and medical records. Complies with requirements established by regulating agencies. Ensures compliance to departmental and organizational policy and procedure.

Duties/Responsibilities:

• Responsible for staffing and operational activities within patient access, including enforcing departmental policies, practices and procedures, employee training and orientation, reporting departmental concerns, and providing recommendations for improvement.
• Communicate with referring physicians’ offices to obtain accurate and complete patient data and provide baseline information to physician offices and medical records.
• Enter referrals and documents communications, actions, and other data in an information system.
• Communicate with patients and families to provide information, guidance and assistance to patients as well as communicate customer complaints using excellent phone etiquette.
• Communicate with physician’s office staff, other members of health care team, and co-workers to ensure the flow of accurate and timely information, maintain collaborative relationships, and promote excellent customer service and quality patient care.
• Identify and assign appointments via electronic orders for scheduled requests.
• Perform scheduled appointments and share information to maximize reimbursement and ensure dissemination of pertinent information to al providers.
• Interview patient and/or guarantor to obtain and process accurate and complete patient information.
• Identify appointments that need more attention and identify methods instructed for resolving difficult or conflicting accounts
• Complete daily, weekly, monthly tasks in a timely manner, inclusive of but not limited to financial support activities and designated department and organization competencies.
• Follow the hospital Charity Care policy and provide information regarding our charity care policy as required.
• Ensures all work areas are adequately stocked with supplies to provide quality services.
• Export patient records as needed.
• Complete all competencies for the scheduled or covered area.
• Perform downtime procedures according to policy and procedure.
• Maintain knowledge of safety measures.
• Assists with new orientation and training of new staff.
• Troubleshoot with providers and provider offices as needed.
• Maintain a positive team working culture.
• Perform other duties as assigned.

Required Skills/Abilities (Unit Specific):

• Clerical skills and proficiency in standard computer software, including Microsoft Office, and EMR.
• Highly motivated, self-starter with excellent time-management skills.
• Knowledge of medical terminology and general medical knowledge related to Oswego Health’s services, treatment offerings and equipment.
• Professionalism, interpersonal skills with ability to communicate effectively, both orally and in writing.
• Excellent written and verbal communication skills, organizational skills, time-management skills, and ability to work under conditions of intermittent interruptions.

Education and Experience:

• High school diploma or GED required.
• Clerical and computer knowledge, including data entry, and ability to type 35 WPM required.
• Experience in customer service and/or medical office setting, with strong communication skill required.

Working Conditions:

• Requires extended periods of sitting and using computers.
• Requires remaining current with all Patient Access implementations and education, and emails.
• Ability to perform light lifting (up to 15 pounds) using proper body mechanics.
• Occasionally requires assembling, using, checking and maintaining equipment.
• Actively participates in cross-training; completes department specific requirements/competencies. Accepts assignments to other departments as assigned.
• Complies with DOH requirements for annual health assessments and required immunizations.
• Complies with regulatory agencies such as Emergency Medical Treatment and Active Labor Act (EMTALA), HIPPA, Joint Commission, NY Department of Public Health (NYDOH), etc., to meet regulatory requirements as appropriate for position.

Pay Range; $18-$20.00/hour

Employee salary is based on commensurate experience and other qualifications.

About Oswego Health:
The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system established in 1881, Oswego Health is proud to be Oswego County’s largest private employer. More than 1,300 employees spread throughout its 18 locations, work for the Oswego Health system, which includes the 132-bed community Oswego Hospital, a 32-bed psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County, as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services, and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, the healthcare system includes Oswego Health Medical Practice, a multi-specialty medical group offering the community accessible, high-quality healthcare. 100 physicians and advanced practice providers offer an extensive array of services across CNY, including primary care and specialty care in the areas of orthopedics, cardiology, ENT, gastroenterology, breast care, general surgery, urology, and bariatrics.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic. Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.