What are the responsibilities and job description for the Referral & Appointment Coordinator - Clinical Access Center position at Summa Health?
Clinical Access Center
Full-Time Days
**Potential Opportunity to work from home after successful completion of on-site training**
Summa Health System is recognized as one of the region’s top employers by a number of third party organizations, including NorthCoast 99. Exceptional candidates gravitate to Summa because of its culture, passion for delivering excellent service to our patients and families commitment to our philosophy of servant leadership, collegial working relationships at every level of the organization and competitive pay and benefits.
Summary:
Serves as the primary point of coordination for incoming and outgoing referrals across the enterprise. Ensures timely, accurate, and complete referral processing—including intake, eligibility and benefit checks, prior authorization support, scheduling or routing to appropriate clinics, and closed loop communication to patients and referring offices. Partners closely with clinical, scheduling, and revenue cycle teams to deliver a seamless patient and provider experience while maintaining strict compliance with HIPAA and organizational policies.
Minimum Qualifications:
1. Formal Education Required:
a. High school diploma or equivalent
b. Post High-School level coursework in healthcare or related field preferred.
2. Experience & Training Required:
a. One (1) year of experience in healthcare access, referral coordination, medical scheduling, or related revenue cycle role.
3. Other Skills, Competencies and Qualifications:
a. Working knowledge of medical terminology, insurance eligibility, and common authorization workflows.
b. Proficiency with EHR/referral and scheduling systems (e.g., Epic, Cerner, athenahealth) and Microsoft 365.
c. Strong communication skills (verbal, written), attention to detail, and ability to manage multiple priorities in a high volume setting
d. Ability to deliver clear, compassionate guidance; resolves issues proactively.
e. Ability to consistently meet volume and turnaround benchmarks with minimal errors.
f. Problem Solving Abillity: Anticipates barriers (capacity, documentation, payer rules) and executes solutions or escalations.
g. Ability to collaborates across roles; adapts to workflow and demand fluctuations.
h. Ability to ensure precise documentation and protects PHI.
i. EHR/referral and scheduling platforms (e.g., Epic Referrals, Work queues; others as applicable).
j. Knowledge of insurance eligibility/authorization portals and clearinghouses.
k. Knowledge of Telephony/ACD, CRM, and secure messaging tools.
l. Microsoft 365 (Outlook, Teams, Excel, Word) for communication and tracking.
m. Ability to work in fast paced, high volume office/contact center environment, extended periods at a computer and on the phone.
n. Ability to handle sensitive conversations with empathy and professionalism.
o. Ability to maintain confidentiality and protect PHI in accordance with HIPAA and organizational policies.
p. Ability to complete all required annual training (privacy & security, compliance, safety).
4. Level of Physical Demands:
a. Sedentary: Exerts up to ten pounds for force occasionally and/or a negligible amount of force frequently
b. Prolonged Sitting
Serves as the primary point of coordination for incoming and outgoing referrals across the enterprise. Ensures timely, accurate, and complete referral processing—including intake, eligibility and benefit checks, prior authorization support, scheduling or routing to appropriate clinics, and closed loop communication to patients and referring offices. Partners closely with clinical, scheduling, and revenue cycle teams to deliver a seamless patient and provider experience while maintaining strict compliance with HIPAA and organizational policies.
Minimum Qualifications:
1. Formal Education Required:
a. High school diploma or equivalent
b. Post High-School level coursework in healthcare or related field preferred.
2. Experience & Training Required:
a. One (1) year of experience in healthcare access, referral coordination, medical scheduling, or related revenue cycle role.
3. Other Skills, Competencies and Qualifications:
a. Working knowledge of medical terminology, insurance eligibility, and common authorization workflows.
b. Proficiency with EHR/referral and scheduling systems (e.g., Epic, Cerner, athenahealth) and Microsoft 365.
c. Strong communication skills (verbal, written), attention to detail, and ability to manage multiple priorities in a high volume setting
d. Ability to deliver clear, compassionate guidance; resolves issues proactively.
e. Ability to consistently meet volume and turnaround benchmarks with minimal errors.
f. Problem Solving Abillity: Anticipates barriers (capacity, documentation, payer rules) and executes solutions or escalations.
g. Ability to collaborates across roles; adapts to workflow and demand fluctuations.
h. Ability to ensure precise documentation and protects PHI.
i. EHR/referral and scheduling platforms (e.g., Epic Referrals, Work queues; others as applicable).
j. Knowledge of insurance eligibility/authorization portals and clearinghouses.
k. Knowledge of Telephony/ACD, CRM, and secure messaging tools.
l. Microsoft 365 (Outlook, Teams, Excel, Word) for communication and tracking.
m. Ability to work in fast paced, high volume office/contact center environment, extended periods at a computer and on the phone.
n. Ability to handle sensitive conversations with empathy and professionalism.
o. Ability to maintain confidentiality and protect PHI in accordance with HIPAA and organizational policies.
p. Ability to complete all required annual training (privacy & security, compliance, safety).
4. Level of Physical Demands:
a. Sedentary: Exerts up to ten pounds for force occasionally and/or a negligible amount of force frequently
b. Prolonged Sitting
Equal Opportunity Employer/Veterans/Disabled
$19.23/hr - $23.08/hr
The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.
Summa Health offers a competitive and comprehensive benefits program to include medical, dental, vision, life, paid time off as well as many other benefits.
- Basic Life and Accidental Death & Dismemberment (AD&D)
- Supplemental Life and AD&D
- Dependent Life Insurance
- Short-Term and Long-Term Disability
- Accident Insurance, Hospital Indemnity, and Critical Illness
- Retirement Savings Plan
- Flexible Spending Accounts – Healthcare and Dependent Care
- Employee Assistance Program (EAP)
- Identity Theft Protection
- Pet Insurance
- Education Assistance
- Daily Pay
Benefits:
Health Insurance, Vacation & Paid Time Off, Retirement PlanSalary : $19 - $23