BILINGUAL THERAPY REFERRAL SPECIALIST (47406)

The Bilingual Therapy Referral Specialist coordinates incoming therapy referrals, ensuring timely processing, documentation, and scheduling of evaluations and initial therapy visits. This position manages referral workflows, collaborates with families, referral sources, and internal departments to facilitate access to therapy services, and provides ongoing communication regarding referral status and scheduling. The role requires strong organizational skills, attention to detail, and the ability to effectively manage multiple priorities in a fast-paced environment.

Essential Responsibilities:

Referral Coordination

• Serve as the primary point of contact for community referral sources and families via phone, email, text, and other communication channels.
• Respond to all referrals, including physician referrals, DDD vendor inquiries, and self-referrals, within established 48-hour response timelines.
• Initiate the intake process for all new therapy referrals.
• Provide monthly program updates to referral sources regarding therapy services and availability.
• Manage the shared Therapy Referrals email inbox and process incoming referrals received through the virtual fax system.
• Communicate with pediatricians, physicians, and other referral sources to obtain required referrals, prescriptions, medical records, and supporting documentation.
• Verify insurance benefits and coordinate authorization requirements with the billing team.

Scheduling Coordination

• Schedule initial therapy evaluations for newly referred children, maintaining a minimum of one to two evaluations per therapist each week.
• Coordinate evaluation scheduling across clinic locations and therapy programs to maximize provider availability and patient access.
• Notify therapists of scheduled evaluations and communicate scheduling updates as needed.

Documentation & Administrative Support

• Obtain, maintain, and accurately enter intake documentation, pre-evaluation questionnaires, therapy reports, physician orders, and related medical records into the electronic medical record (EMR).
• Maintain accurate referral, scheduling, and inquiry tracking documentation.
• Provide administrative coverage during staff absences and assist with front-end therapy operations as needed.
• Maintain the confidentiality of protected health information (PHI) and ensure compliance with HIPAA privacy and security requirements.

Operational Support

• Identify opportunities to improve referral workflows, streamline processes, and enhance customer service for families, referral partners, and staff.
• Adjust daily priorities to meet operational needs and perform other duties as assigned.
• Able to have punctual and regular attendance for assigned work schedule.

Experience and Training:  High School Diploma and or GED equivalent and two years of experience in business operations in health care or three years of experience as an administrative assistant in a related healthcare field. Experience with state healthcare data systems preferred. Other combinations of experience and education that meet the minimum requirements may be substituted. Bilingual written and oral in English/Spanish is required.

Knowledge of:

• Principles and practices of general medical records/office principles.
• Steps needed for obtaining insurance verifications and authorizations
• Principles and practices of office etiquette and use of business equipment.
• Microsoft software products including Access, Word, Excel and Outlook.
• Organizational skills to accomplish timely outcomes.

Ability to:

• Communicate basic program knowledge with families regarding therapy services and schedules.
• Represent UCP with highly professional communication to build community referral partner relationships.
• Guide families in the referral processes with a positive can-do approach.  
• Make decisions in accordance with the rules, regulations, and ordinances established in the department (i.e. DDD guidelines, member attendance policy, etc.)
• Work efficiently within timelines (i.e. handle multiple tasks simultaneously and manage unexpected events).
• Produce written documents with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
• Learn job-related material primarily through oral instructions and observation. This learning takes place mainly in an on-the-job training setting.
• Work cooperatively with other employees and the public.
• Communicate effectively with all co-workers, subcontractors, and members (when applicable)
• Problem solve without direct intervention from supervisor at all times.
• Able to have punctual and regular attendance for assigned work schedule.
• Adhere to the UCP attendance policy.