Clinical Referral Representative I - Neurological Surgery

Neurological Surgery•Gainesville, FL

12d•$18 - $20

About The Position

The Department of Neurosurgery is seeking a full-time Clinical Referral Representative to join its clinical referral team. This role serves as a key point of contact for new patients and referring clinics, primarily through phone interactions. Responsibilities include coordinating and scheduling clinic appointments, ensuring patients receive timely access to care, and delivering a high level of customer service throughout the referral process. The ideal candidate will be empathetic, professional, and detail-oriented, with strong communication and organizational skills. This position requires balancing compassionate patient support with accuracy in scheduling and documentation to ensure an efficient and positive experience for all patients referred to the Neurosurgery Clinic. The Lillian S. Wells Department of Neurosurgery at the University of Florida, College of Medicine is committed to providing comprehensive clinical services for the diagnosis, management, treatment, and rehabilitation of patients suffering from diseases of the brain, spinal cord, and nervous system, including brain tumors, aneurysms, stroke, epilepsy, functional disorders, and spinal disorders and injuries. Our clinical care mission also extends throughout North Central Florida through regional neurosurgery programs. We offer the full spectrum of neurosurgical and neuro-oncology treatment options for both adults and pediatric patients. Our research labs and investigator-led initiatives and clinical trials are developing promising new treatments for neurological diseases that are extremely difficult to treat with conventional therapies. The Department of Neurosurgery offers education and training programs such as ACGME-accredited neurosurgery residency programs and fellowship programs.

Requirements

High school diploma or equivalent and 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

Answering intake/referral phone line and taking all pertinent information including demographics, diagnosis, medical history and insurance information and entering into a departmental database.
Retrieves fax information sent from patients and referring physicians and enters into database.
When required, responsible for taking an accurate, legible and complete phone message.
Reviews in-house referrals sent through the hospital intranet web site including verifying that requests are complete, and either schedules, rejects or requests further information, as required.
Checks in hospital information systems (SMS) to ensure patient is a new patient and not a return.
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.
Generates through SMS a medical record number for new patients.
Assists other team members by calling insurance carriers or using on-line services to verify patient’s medical insurance including dates of service, co-pays, deductibles and provider participation.
As needed, obtains from the PCP an authorization number or contacts insurance carrier to obtain.
Schedules patient appointments in scheduling system (IDX) which includes entering date, time, duration of visit, insurance information including FSC, authorization numbers, type of visit, co-pays, deductibles, and number of authorized visits.
Responsible for calling patients and/or referring physicians with appointment dates and times, or to obtain additional or corrected information.
Sends out new patient letters/packets, as needed.
Responsible for filing pending referrals in alpha sequence.
Acts as back up in the absence of other team members.