REFERRAL COORDINATOR LEAD

Axis Community Health • Pleasanton, CA

13d • $26 - $31 • Onsite

About The Position

The role of a Referral Coordinator Lead involves coordinating specialty referrals for patients at Axis Community Health, including insurance authorization and electronic documentation transmission. They also provide leadership to the Referrals team, assist in implementing new processes, and ensure compliance with HIPAA guidelines. Additionally, they work to improve staff efficiency, serve as a liaison between departments, and deliver exceptional customer service to all patients.

Requirements

• High School Diploma or equivalent is required.
• Knowledge of HIPAA guidelines.
• Knowledge of medical terminology is required.
• Excellent customer service and problem resolution skills.
• Experience in and the ability to efficiently manage multiple projects at a time.
• Ability to work accurately and efficiently.
• Strong analytical, employee relations, and interpersonal skills.
• Excellent writing, business communication, editing, and proofreading skills.
• Ability to interact effectively and in a supportive manner with persons of all backgrounds.
• Proactive, self-motivated and able to work independently in a fast-paced environment as well as on a team with the ability to exercise sound independent judgment.
• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
• Ability to establish and maintain positive and professional working relationships.
• Ability to organize and set priorities and be able to adjust priorities quickly as circumstances dictate.
• Must be able to be at work regularly and on time.
• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.
• A can-do attitude with attention to detail.
• Ability to type a minimum of 35 WPM with minimal errors.
• Must have good computer skills required using Microsoft Office and the ability to use Axis departmental systems.
• Must be able to use office equipment (i.e. copier, fax, etc.).

Nice To Haves

• Minimum two (2) years of experience in a medical office with experience as a Lead/Supervisor is preferred.
• Verbal fluency in English and Spanish is preferred.
• Epic knowledge is a plus.

Responsibilities

• Processes and coordinates specialty referrals for patients of Axis Community Health, which includes insurance authorization, transmission of electronic documentation, and completion of follow-up responsibilities.
• Provides leadership to the Referrals team and assists Clinic Operations Manager in implementing new processes.
• Monitor referral work queues to support timely processing and resolution of referrals and authorizations.
• De-escalate and resolve patient issues, grievances, and inquiries, as necessary.
• Collaborate with providers, clinic staff, care teams, billing staff, and external specialty offices to resolve referral barriers and support continuity of care.
• Maintains a current understanding of clinic operations and procedures.
• Ensures compliance with HIPAA guidelines and protocols in all patient, referral, and administrative activities.
• Provide leadership and day-to-day guidance to the Referrals Team and assist the Clinic Operations Manager in implementing new processes and operational improvements.
• Provide ongoing coaching, mentoring, and support to Referral Coordinators.
• Support the Clinic Operations Manager in ensuring workflow coverage and continuity of department operations.
• Identify workflow barriers and recommend solutions to improve efficiency, patient access, and service delivery.
• Train and onboard Referral Coordinators, ensuring team members' success.
• Studies and standardizes procedures to improve staff efficiency and ensures benchmarks are met.
• Coordinate ongoing training programs and staff competency assessments.
• Develop and maintain department training materials, job aids, workflow documents, and standard operating procedures.
• Provide ongoing education regarding referral processes, insurance authorization requirements, EPIC workflows, HIPAA compliance, and departmental procedures.
• Facilitate departmental training sessions, new hire orientation, workflow updates, and cross-training opportunities.
• Provide real-time coaching and support to staff regarding referral workflows and operational processes.
• Assist the Clinic Operations Manager with department planning, workflow optimization, and implementation of operational initiatives.
• Lead departmental process improvement initiatives aimed at improving referral coordination and patient access to specialty services.
• In collaboration with Axis leadership and the Information Systems Department, assist with workflow development and EPIC service/enhancement pack user testing.
• Serves as a liaison between the Referrals Department and Clinic Personnel to facilitate communication, resolve workflow issues, and support efficient patient care coordination.
• Provides outstanding customer service to patients and to ensure a positive image for the organization.
• Participate in staff meetings, and attend other meetings and training events as assigned.
• May be required to perform other related duties, responsibilities, and special projects as assigned.

Benefits

• Employer paid health, dental, and vision benefits to the employee.
• Option to participate in a 403(B) retirement plan with employer matching contribution.
• Partial educational reimbursement.
• 12 paid holidays.
• Accrued paid time off with each pay period.
• Employee discount programs.
• Colleague Referral Bonus Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED