Referral Coordinator

US Eye•North Charleston, SC

14d•Onsite

About The Position

The Referral Coordinator is responsible for the timely processing and follow up of practice referrals. This role involves ensuring appropriate status updates in the system for regular follow-up on scheduled appointments, coordinating appointment scheduling across different markets, and ensuring the timely receipt of records from referring providers before appointments. The position requires professional communication via written and telecommunications, the ability to coordinate effectively with others, and assisting management with enterprise reporting of referral status. Additionally, the Referral Coordinator will provide training to new and existing team members and serve as a front-line resource for questions, responding promptly to inquiries from colleagues outside the department.

Requirements

High School Diploma or GED
Customer service experience
Prior medical or front office experience.
Innovative, results-oriented, and high-energy professional with a track record of success.
Strong work ethic, hands-on individual who can work with staff to provide the best possible patient experience.
Demonstrates a high sense of urgency and accuracy and can handle multiple priorities and time demands.
Excellent interpersonal, communication, and presentation skills.
Ability to interact and communicate effectively with management, patients, and peers.
Demonstrated ability to follow oral and written instructions.
Ability to multi-task, work in a fast-paced environment, and manage time accordingly to meet deadlines and requirements of the organization.
Extended Sitting: Prolonged periods of sitting at a desk while on the phone, often for the duration of the shift.
Computer Use: Constant computer use, including frequent typing, mouse use, and screen navigation.
Headset Use: Continuously using a headset for listening and speaking may put pressure on the ears and head.
Visual Focus: A sustained focus on a computer screen requires good eyesight or corrective measures.
Repetitive Movements: Frequent, repetitive actions such as typing and dialing phone numbers.
Speech and Hearing: Clear speaking and active listening skills can be tiring, especially for long stretches.
Limited Physical Movement: Restricted ability to move freely may require stretching during breaks.
Manual Dexterity: Hand and finger dexterity for effectively typing and handling office equipment.
Stress Tolerance: Ability to manage physical stress responses associated with high call volumes and possible complicated interactions.

Nice To Haves

Basic Microsoft Word, Excel, and technologically advanced communication systems and devices.
Previous experience in a call center environment.

Responsibilities

Ensures the appropriate status has been added systematically, enabling regular follow-up to scheduled appointments.
Appropriately schedules appointments across markets.
Coordinates receipt of records from referring provider before appointments
Respond professionally to both written and telecommunications promptly.
Demonstrates ability to coordinate with others.
Assist manager with enterprise reporting of referral status.
Provide training to new team members and retraining to existing team members.
Act as a front-line resource for questions.
Responds timely to inquiries from colleagues outside of the department.
Fosters a positive and collaborative team environment.
Assists with optimizing processes.
Professionally communicate with the team.
Participates in team training opportunities.
Responds timely to patient and provider inquiries, concerns, and complaints, escalating to leadership when appropriate.
Ensures a high level of patient satisfaction through effective communication and problem-solving.
Serves as a first-level responder to provider complaints.
Produces work within the quality assurance standard.
Meets the productivity standard.
Maintains up-to-date knowledge of the patient access center protocols and best practices.
Follow all documented protocols.
Maintains privacy and confidentiality standards and regulations.