REFERRAL COORDINATOR

SIHB Core Competencies

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop. These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do.
• Accountability: All employees of SIHB effectively manage their own work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care, while respecting our teammates and relatives.
• Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication: We practice effective and clear communication with staff, relatives, teams and community. We demonstrate empathy among each other with those we serve, and transparency in our decision making.
• Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our relatives first by delivering the highest quality, professional, responsive, and innovative care. Our relatives come first and deserve the best.
  
  

Position Summary: The referral coordinator position is responsible to ensure patients have access to specialty care services by developing exceptional relationships with SIHB providers, relatives, and community partners to ensure specialty care needs are met. As a referral coordinator you will be responsible for tracking referral statuses, coordinating specialty care for patients and working with care coordinators and the care team to ensure an exceptional patient experience.

Organizational Structure/Reporting Relationships: This position reports directly to the Care Coordinator Supervisor and is a member of the Operations team.

Organizational Responsibilities

• Hold Indigenous values and practices with respect and integrity.
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions oriented.
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organization's success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keep others' best intentions in mind.
• At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive and innovative care.
  
  

Job Responsibilities

• Acting on the orders of providers generates referrals for the medical, dental, behavioral health and nutrition and family services departments.
• Enters referrals into organizations EHR software and sends referrals with assembled relevant medical records to specialists.
• Generates referrals for continuation of care when requested by specialists.
• Reviews patients' insurance statuses, including primary care physician (PCP) assignments.
• Assists patients and patient-services staff with PCP changes to facilitate referrals.
• Track and document referral outcomes for providers using organization's software.
• When requested by specialists, follow up with the ordering provider; collect and route specialists' chart notes to the appropriate provider.
• Complete patient-records requests.
• Collaborate with Care Coordinators to assist relatives in obtaining the medical care and scheduling appointments.
• Knowledge of medical center practices and procedures; familiarity with medical terminology and insurance coding.
• Computer skills and software aptitude.
• Excellent phone manner; communication, organizational and customer-service .
• Assist in identifying high-risk patients and flag appropriately in the Electronic Health Records (EHR) system.
• Other duties as assigned.
  
  

Required

• 1 year(s) of clinical work with patient care/case management.
• 1 year(s) of customer service experience.
• EPIC experience highly desirable
• Strong physical assessment skills.
• Strong organizational, time management and interpersonal skills.
• Strong ability to consistently identify, address and monitor problems, while offering/implementing solutions within acceptable interpretation of departmental policies and procedures.
• Ability to multi-task comfortably while working with a high degree of professionalism.
• Exceptional interpersonal skills with the ability to develop relationships with Relatives and provide them with a positive experience.
• Proficiency in Microsoft Suite programs.
• Ability to demonstrate strong written, verbal and interpersonal communication skills with varying levels of internal and external agencies and medical professionals.
• Ability to work independently in a fast-paced, patient-focused environment with a professional demeanor. Functions well in stressful situations and prioritizes well with minimal direction.
• Adaptable to implemented changes and able to follow processes and procedures.
  
  

Preferred (One Or More Of The Following)

• 2 years using EPIC
  
  

Work Environment

Normal office environment. Most work involves sitting, standing, working at a computer, processing paperwork, scheduling appointments via phone and fax machine. Consistent interpersonal engagement with patients and staff.

SIHB staff work four (4) ten (10) hour shifts per week. Standard hours are 7 am to 6 pm, 4 days a week, with occasional extra hours for events or to meet deadlines.