REFERRAL COORDINATOR LEAD - Cardiology Clinic

Carilion Clinic•Roanoke, VA

5d•Onsite

About The Position

Serves as a Lead for other Patient Referral Navigators. Serves as back-up to the Patient Representatives. Performs additional functions related to front office operations to meet specific needs of the Carilion Clinic Medical Office Building. Serves as a resource person for patient, physician, office staff, various facilities, service lines, and outside agencies utilizing effective communication, courtesy, confidentiality and professionalism in all interactions. Makes appropriate decisions, reasoning, and problem solving to solve more complex problems. Ensures all referral requests are scheduled timely and in accordance with established procedures. Includes the scheduling of patient visits, testing, procedures and surgeries. Maintains thorough knowledge of clinical information system(s) for patient scheduling, registration, and reporting functions. Ensures all insurance, demographic, and eligibility information is obtained and entered into the appropriate system(s) accurately and in accordance with established procedures. Provides the highest level of customer service to patients, visitors, clinical staff and fellow employees. Adheres to customer service policies and standards as set forth by management at all times. Verifies referral and authorization requirements are met according to insurance and policy standards. Completes referral process within required timeframe and resolves billing inquiry questions effectively. Provides support to the front office staff and assists with work queues and other assignments as needed. Performs other tasks related to the front office workflow and participates in special department projects as assigned by the Site Manager/Director. Provides patients and visitors with directions to other facilities and offices as needed. Serves as a technical lead for the Patient Referral Navigators. Assists in training and performance management of staff.

Requirements

Education: High school diploma or equivalent required.
Course work in Medical Terminology required at time of hire or complete course within 3 months of hire.
Experience: Three years of prior medical office experience required.
Customer driven.
Demonstrates a positive demeanor, good verbal and written communication skills, and a professional appearance and approach.
Demonstrates excellent communication and interpersonal skills with all clinical staff, patients and visitors.
Proficiency in utilizing computer programs such as electronic medical records, word processing and spreadsheets.
Strong grammar, spelling and punctuation skills required.
Effective problem solving skills and ability to interpret and make decision based on established guidelines.
Knowledge of medical terminology, office procedures and equipment.
Posses the ability to multi task and handle stressful or difficult situations with professionalism.

Responsibilities

Serves as a Lead for other Patient Referral Navigators.
Serves as back-up to the Patient Representatives.
Performs additional functions related to front office operations to meet specific needs of the Carilion Clinic Medical Office Building.
Serves as a resource person for patient, physician, office staff, various facilities, service lines, and outside agencies utilizing effective communication, courtesy, confidentiality and professionalism in all interactions.
Makes appropriate decisions, reasoning, and problem solving to solve more complex problems.
Ensures all referral requests are scheduled timely and in accordance with established procedures.
Includes the scheduling of patient visits, testing, procedures and surgeries.
Maintains thorough knowledge of clinical information system(s) for patient scheduling, registration, and reporting functions.
Ensures all insurance, demographic, and eligibility information is obtained and entered into the appropriate system(s) accurately and in accordance with established procedures.
Provides the highest level of customer service to patients, visitors, clinical staff and fellow employees.
Adheres to customer service policies and standards as set forth by management at all times.
Verifies referral and authorization requirements are met according to insurance and policy standards.
Completes referral process within required timeframe and resolves billing inquiry questions effectively.
Provides support to the front office staff and assists with work queues and other assignments as needed.
Performs other tasks related to the front office workflow and participates in special department projects as assigned by the Site Manager/Director.
Provides patients and visitors with directions to other facilities and offices as needed.
Serves as a technical lead for the Patient Referral Navigators.
Assists in training and performance management of staff.