Referral Coordinator (Patient Services)

Job Skills / Requirements

Referral Coordinator

Referral Coordinator serves as a liaison between medical records and referrals. This position is responsible for back tracking referral case management, assist in scheduling specialist appointments for patients and providing reports. The Referral Coordinator will act as the contact when providers identify a gap prohibiting patients from keeping their appointments for imaging studies or specialist visits as well as provide education to patients on the importance of keeping their appointments and coordinate with the CHW if patient is in need of transportation or other assistance. The Referral Coordinator is responsible for working Hospitalization reports, scheduling follow-up Hospital visit and documenting contact attempts in the EHR in absence of the Medical Records Clerk. This position must file medical records accurately, maintain confidentiality, and communicate effectively with staff, patients, and outside vendors.  This position is responsible for scanning and accurately filing all incoming paperwork into the patients Electronic Medical Chart. This position will work with providers and other staff members involved in the patient’s care.

This position performs roles for the Patient Services Representative when needed.  The Coordinator will perform a full range of support functions, including answering phones and assisting patients as needed.

Essential Duties and Responsibilities:

• Demonstrates excellent patient relations skills on the phone and in-person, e.g. smiles, cheerfully greet patients, engages all patients in a genuine, warm and caring manner
• Maintains regular consistent attendance, personal appearance, punctuality, and adherence to applicable health and safety procedures.
• Actively champions process for implementing and maintaining Patient Centered Medical Home (PCMH) standards.
• Performs duties outlined in SCHC Referral Tracking Policy and Procedure and other policies and procedures.
• Assembles information concerning patients background and referral need per referral guidelines provide appropriate clinical information for specialist and facility.
• Assist in contacting Insurance companies to ensure prior approval requirements are met. Present necessary information such as medical history and diagnosis.
• Notifies ordering provider if authorization request is denied.
• Review details and expectations about the referral with patients.
• Assist patients in problem solving potential issues related to financial or social barriers, language barriers, transportation services.
• Acts as a resource for patients and families who have direct access in asking questions and raising concerns regarding imaging studies or specialist office visit concerns.
• Identify and utilize and community resources when necessary. Establish and maintain relationships with outside organizations and providers.
• Assist in ensuring referrals are addressed in a timely manner. Prioritizing urgent items appropriately
• Conducts hospitalization and ER visit follow up.
• Ensure that the patient’s primary care provider is up to date with information on specialist consults, Imaging studies, hospitalizations, and ER visits.
• Serves in the role of Medical Records Clerk and Patient Services Representative as needed.
• Works with administration and staff in improving quality throughout the organization.
• Be committed to the mission of Shawnee Christian Healthcare Center.
• Maintain confidentiality and protect the Healthcare Center by following policies, procedures, and compliance.
• Assist with providing coverage support to the front office team when needed.

Job Qualifications and Requirements

• High School Diploma or GED equivalent.
• 3 years’ experience in medical records or referrals is a must.
• Proficiency in MS Word, Excel, Outlook
• Excellent work history with proven track record
• Ability to prioritize duties, perform them efficiently and adjust to and accept the unexpected.
• Excellent skills in spelling and grammar.
• Excellent telephone manners and etiquette
• Knowledge of medical terminology
• Must respect patients’ rights to privacy and confidentiality.
• Must have working knowledge of various insurance plans such as Medicaid, Medicare and private insurances.
• Ability to work efficiently and comfortably with clinical employees.
• Adaptable to new situations and comfortable with a flexible, fast-paced work environment
• Excellent communications skills with patients and other staff
• Self-motivated with strong organizational and interpersonal skills

Additional Information / Benefits

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, Short Term Disability, Long Term Disability, 401K/403b Plan