Referral Coordinator (Bilingual Spanish Preferred)

VIPcare•Remote, FL

11d

About The Position

The Referral Coordinator facilitates timely and accurate coordination of patient referrals, supporting continuity of care and a positive patient experience. Depending on the assigned location and business needs, the role may manage outbound referrals for multiple VIPcare primary care clinics in a designated geographic area or coordinate inbound referrals received by a specialty practice. The position coordinates appointments, communicates with patients and healthcare providers, verifies referral requirements, and ensures necessary medical records and documentation are exchanged and maintained. The Referral Coordinator proactively identifies and resolves barriers to scheduling and referral completion, collaborating with internal and external stakeholders to support timely access to care and an exceptional patient experience. The position is located in Florida’s Brevard County, serving Cocoa, Palm Bay, Rockledge, Titusville, and Melbourne. The incumbent must have working knowledge of the geographic area served and comply with BHG’s Remote Workers Policy, including maintaining a private and secure workspace, adhering to HIPAA and confidentiality requirements, ensuring reliable electricity and internet connectivity, and following applicable timekeeping requirements for nonexempt positions.

Requirements

High school diploma or equivalent required.
At least 3 years of administrative, scheduling, customer service, or related experience.
Working knowledge of the geographic area served, including local healthcare providers, specialty practices, and patient care resources, or the ability to develop this knowledge quickly.
Strong critical-thinking and problem-solving skills, including the ability to identify referral barriers, evaluate options, and determine appropriate next steps within established procedures.
Excellent organizational and time-management skills, including the ability to prioritize multiple referrals, manage competing deadlines, and maintain accurate documentation.
Strong written and verbal communication skills for communicating compassionately and effectively with patients, healthcare providers, insurance carriers, and internal team members.
Strong interpersonal and customer service skills and a commitment to a positive patient experience and continuity of care.
Ability to work independently and collaborate effectively with clinic teams, specialty practices, and other stakeholders.
Proficiency in Google Workspace (Drive, Docs, and Sheets), including maintaining spreadsheets, navigating operational reports, and tracking referral activity.
Strong attention to detail, follow-through, and accountability for completing assigned tasks accurately and efficiently.
Ability to maintain confidentiality and handle protected health information in accordance with HIPAA and organizational policies.
Appreciation of cultural diversity and sensitivity toward the patient populations served.
Ability to remain stationary, primarily sitting, for extended periods while performing computer-based and administrative work.
Ability to regularly operate a computer, keyboard, mouse, telephone, and other standard office equipment.
Ability to communicate and exchange information with patients, healthcare providers, and team members in person, by telephone, and electronically.
Ability to review electronic medical records, referral documentation, and other detailed information for accuracy and completeness.
Ability to occasionally stand, walk, bend, and reach during routine office or clinic activities.
Positive work ethic and ability to model core values and guiding principles.
Ability to contribute as a team player, provide ideas and feedback, and meet commitments.
Energy and passion when facing tasks and challenges in the Better Health environment.
Focus, drive, and commitment to completing goals.

Nice To Haves

Bilingual Spanish.
Experience in a healthcare environment.
Prior experience in referral coordination, medical reception, medical assisting, patient scheduling, or other clinic-based administrative functions.
Familiarity with medical terminology, healthcare operations, insurance verification, referral authorizations, and electronic medical records.
Experience with eClinicalWorks (eCW) or a comparable electronic medical record system.

Responsibilities

Coordinate and process inbound and/or outbound patient referrals according to established procedures, ensuring accuracy, timeliness, and appropriate follow-through.
For outbound referrals, review provider orders, contact patients and specialty offices, and assist with scheduling across assigned VIPcare clinics and geographic areas.
For inbound referrals, receive and review requests from referring providers, obtain required information, and coordinate patient scheduling within the assigned specialty practice.
Verify patient demographic and insurance information, confirm referral and authorization requirements, and coordinate with insurance carriers or internal teams to resolve outstanding issues.
Communicate referral instructions and appointment details to patients, answer questions, and address scheduling barriers or concerns.
Collaborate with referring and receiving healthcare providers to obtain and exchange clinical documentation, medical records, and other information needed to facilitate care.
Follow up on outstanding referrals, scheduled appointments, and incomplete documentation to support timely completion and continuity of care.
Coordinate retrieval and distribution of consultation notes, test results, and other relevant medical records after completed specialty appointments, as applicable.
Document referral activities, appointment status, patient communications, and related information accurately and promptly in the EMR and applicable tracking systems.
Monitor referral work queues, reports, and outstanding tasks; identify delays, discrepancies, or unresolved issues; and take appropriate action or escalate concerns.
Respond to incoming calls, patient inquiries, and healthcare provider requests with professional, responsive, patient-centered service.
Maintain effective working relationships with patients, clinic teams, specialty practices, and other stakeholders.
Follow documentation, privacy, and regulatory requirements, including HIPAA, when handling patient information and coordinating referrals.
Identify recurring referral challenges and recommend workflow, communication, and patient-experience improvements.
Perform additional duties as assigned.