Patient Referral Specialist (66524)

Job Summary

The Care Orchestration Specialist is responsible for coordinating follow-up care or resources for patients seen in the facility. This Care Orchestration is completed through utilization of internal software and outgoing telephonic communication to a variety of community partners. They will have exceptional commitment to communicating with both the patient and the follow-up entity as this is an integral part of the service provided by all Crucial Care facilities. Additionally, the CES will proactively fill gaps in services or resources, as discovered, in real time to get the patients to the right place. Crucial Care specializes in coordinating care for patients so that they can avoid using Hospital Resources. This position is a key part of that function and has an integral role in the performance of the facility.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicate with patients and community partners to secure the needed follow-up care and/or resources for patients.
• Address patient and provider needs by problem solving, clarifying information, and routing challenges to the appropriate resource.
• Timely completion of Care Orchestration requests, ensuring follow-up care is scheduled to occur on or before the date determined by the treating Provider.
• Maintain complete and accurate documentation for both inbound calls and Care Orchestration progress.
• Adding and updating resources, and resource information, to Pathfinder.  Pathfinder must remain the single source of truth for all care coordination information and detail – maintenance and improvement of that data is a key responsibility of the Care Orchestration Specialist.
• Provide exceptional customer service while managing telephonic inquiries from Crucial Care patients and community partners.
• Utilize designated scripting, protocols, and software.
• Manage PHI in accordance with all applicable HIPAA rules and regulations.
• Adhere to organizational values.
• Positively and respectfully communicate with team members.
• Effectively communicate with Facility teams via phone and electronic messaging.
• Communicate with patients on a variety of platforms such as phone, text, email, etc.  
• Share consistent, accurate and correct information with our patients using internal resources such as Pathfinder, our Wiki, and Scan Stat, Solv, etc.
• Follows the information security policies and management system, contributes to their effectiveness, and actively reports on their performance.

Supervisory Responsibilities

This position does not currently have supervisory responsibilities.

Required Education

• High School Diploma or GED.

Required Experience

• 1-2 Years’ experience as a Referral Coordinator or Scheduler in Healthcare Related Industry.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Excellent verbal communication, problem solving, and Customer Service skills required.
• Ability to prioritize tasks.
• Ability to manage changing priorities.
• Attentive to details, Computer skills, demonstrated ability to follow written procedures.
• Independent decision making.
• Interaction with others using professionalism and tact.

Preferred Qualifications

• Medical terminology knowledge is preferred.

Financial Responsibilities

• This position does not currently have financial responsibilities.

Budget Responsibilities

• This position does not currently have budget responsibilities.

Languages

• Advanced English is required.
• Spanish and Creole are preferred.

Travel

• This position does not currently require travel.

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. 

Bending: 1-33% (Occasional). Lift/Carry up to 25lbs: 1-33% (Occasional).  Listening, Near Acuity, Repetitive hand/wrist work: 67-100% (Constant). Sitting, Speaking: 67-100% (Constant).  Standing, Twisting: 1-33% (Occasional). Use of computer, keyboard, mouse: 67-100% (Constant).

Environmental Conditions

General office environment including independent work and interaction with customers: 67-100% (Constant). Teamwork: 67-100% (Constant).
 

Physical/Environmental Activities

Please confirm for the following questions if these working conditions are encountered Occasionally (1-33% of time on the job), Frequently (34-66% of time on the job), Constantly (67-100% of time on the job), or Not Applicable N/A

• Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Not Applicable N/A
• May be exposed to outdoor weather conditions of cold, heat, wet, and humidity. Not Applicable N/A
• May be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists. Not Applicable N/A
• Must be able to ascend and descend ladders, stairs, or other equipment. Not Applicable N/A
• Subject to exposure to hazardous material. Not Applicable N/A