Central Referral Representative

United Health Centers of the San Joaquin Valley•Fresno, CA

1d•Onsite

About The Position

We are recruiting for Central Referrals Representatives to join our team at our Corporate location in Fresno. Experienced referral professionals or new Medical or Medical Assistants are welcomed! The Central Referral Representative is responsible for coordinating outpatient testing and specialist referrals, which are generated by clinic Providers in the United Health Center system. Answer incoming telephone calls from patients and physician offices, and calling to inquire about existing referral appointments. The Central Referral Representative works with patients, insurance carriers, and physician offices in a professional and courteous manner. The Referral Representative is responsible for maintaining a well-organized work station and documenting benefits, appointments and orders in I2I tracks, an electronic data base.

Requirements

High School diploma or GED equivalant required.
2 years of experience in a health center setting, preferred.
Knowledge in scheduling
Knowledge of referral processing
Bilingual (English/Spanish) is preferred but not required
Able to quickly build and maintain rapport with patients and providers of differing backgrounds
Team player
Customer-service expertise.
Strong computer skills
Positive professional insight
Flexibility and dependability
Demonstrated good problem-solving skills; sound judgment
Good writing skills.
Modern office practices and procedures including email
Attention to detail and excellent follow-through on work tasks
Able to handle multiple tasks simultaneously
Must be able to lift up to 20 pounds and push up to 50 pounds (on wheels).
Must be able to hear staff on the phone and speak clearly in order to communicate information to patients and staff.
Must be able to read memos, computer screens, personnel forms and clinical and administrative documents.
Must have high manual dexterity.
Must be able to reach above the shoulder level to work, must be able to bend, squat, sit, stand, stoop, crouch, reach, kneel, and twist/turn

Nice To Haves

Associate’s Degree preferred.

Responsibilities

Coordinates referrals to specialty providers.
Coordinates orders for outpatient testing.
Schedules appointment, advises patient, prepares referral packets and mails it to patients’ home.
Completes and faxes order form.
Coordinates follow-up.
Maintains up-to-date documentation in I2I.
Addresses questions from patients via telephone and in person related to specialty appointments and procedures.
Answer incoming calls on a multi-line phone system.
Copying/scanning.
Promptly and courteously answers and screens phone calls for the department; routes call as appropriate within established customer service guidelines; accurately records messages and delivers to the appropriate party in a timely manner; checks voicemail frequently.
Provides outstanding customer service to internal and external customers.
Reports any potential customer concerns or complaints immediately to management.
Utilizes protocol for patient look up to ensure accurate identification of patient to ensure data integrity and patient safety.
Daily, print, plan and review of I2I report.
Reporting any potential time constraints or bottle necks that could prevent you from completing referral to designated provider and / or care team.