Clinical Referral Representative I-Department of Neurosurgery-New Patient Referral Team

University of Florida•Gainesville, FL

1d•$18 - $20

About The Position

Position is responsible for ensuring referrals are addressed in a timely manner in accordance with departmental protocols. Assembles and reviews patient clinical background and referral needs, communicates patient updates between providers and referring sources, and maintains ongoing tracking and documentation to promote team awareness and patient safety. Records information accurately and timely in EPIC in accordance with corporate policy and procedure. Ensures complete and accurate patient registration, including demographics and current insurance information, and communicates with referral sources to ensure all required information is complete. Handles requests from third-party referral sources and responds appropriately within skill level and documented departmental policies, seeking provider guidance when necessary. Interacts with clinic, departmental and other health center personnel to resolve issues, to confirm appointments, or to obtain further information. Observes all HIPAA rules & regulations and ensures that protected health information is secure. Contacts insurance companies to verify benefits and determine prior authorization requirements and communicates with referring offices to obtain required authorizations. Correctly enters insurance and authorization information into the EPIC system and creates insurance claims as applicable. Answers incoming calls in a courteous and professional manner and provides warm transfers to internal and external departments when appropriate. Performs outbound calls to patients to confirm scheduled appointments and schedules patient appointments according to Neurosurgery protocols. Reviews referral details and appointment expectations with patients, takes accurate and detailed messages for providers and office staff, and informs patients of appointment responsibilities such as arrival time, insurance cards, and preparation instructions. Maintains minimum monthly performance expectations, including average calls answered, average talk time, referral productivity, and patient satisfaction scores.

Requirements

High school diploma or equivalent
Two years of experience providing customer service in a health care setting.

Nice To Haves

Experience in providing the perfect patient experience
Epic experience
Knowledge of medical terminology
Solid organization skills

Responsibilities

Ensuring referrals are addressed in a timely manner in accordance with departmental protocols.
Assembling and reviewing patient clinical background and referral needs.
Communicating patient updates between providers and referring sources.
Maintaining ongoing tracking and documentation to promote team awareness and patient safety.
Recording information accurately and timely in EPIC in accordance with corporate policy and procedure.
Ensuring complete and accurate patient registration, including demographics and current insurance information.
Communicating with referral sources to ensure all required information is complete.
Handling requests from third-party referral sources and responds appropriately within skill level and documented departmental policies, seeking provider guidance when necessary.
Interacting with clinic, departmental and other health center personnel to resolve issues, to confirm appointments, or to obtain further information.
Observing all HIPAA rules & regulations and ensures that protected health information is secure.
Contacting insurance companies to verify benefits and determine prior authorization requirements and communicates with referring offices to obtain required authorizations.
Correctly entering insurance and authorization information into the EPIC system and creates insurance claims as applicable.
Answering incoming calls in a courteous and professional manner and provides warm transfers to internal and external departments when appropriate.
Performing outbound calls to patients to confirm scheduled appointments and schedules patient appointments according to Neurosurgery protocols.
Reviewing referral details and appointment expectations with patients, takes accurate and detailed messages for providers and office staff, and informs patients of appointment responsibilities such as arrival time, insurance cards, and preparation instructions.
Maintaining minimum monthly performance expectations, including average calls answered, average talk time, referral productivity, and patient satisfaction scores.