Referral Coordinator--Temporary

WVU Medicine

15d•Onsite

About The Position

Referral Coordinator facilitates the delivery of comprehensive coordination and scheduling of patient care for outpatient services. Provides efficient informative service for incoming calls capturing patient medical histories and other health related information, scheduling of appointments and ensures appropriate referrals with facilitation of new patients into the facility. Initiates requests for authorization of patient services, verifies benefits, data enters/documents authorizations, and communicates status of authorizations to medical staff. Schedules referral appointments for tests, procedures, follow-up and communicates with referring physicians and/or physician offices. Demonstrates excellent customer service, written and oral communication skills. Provides customer support and resolves problems that may arise as of result of customer inquiries.

Requirements

High school diploma or equivalent.
State criminal background check and Federal (if applicable), as required for regulated areas.
Two (2) years’ experience in a healthcare outpatient setting.

Nice To Haves

Associate’s degree in healthcare administration or similar
Completion of Medical terminology class
Two (2) years post high school education (health sciences, business, or related field)
Three (3) years of experience in a physician/hospital scheduling, registration, insurance processing, or business office environment experience.
One (1) years’ experience in an outpatient setting.
Knowledge and understanding of medical terminology-oncology background
Excellent personal and communication skills.
Intermediate computer knowledge and ability to operate standard software programs.
Ability to communicate effectively and act as a liaison.
Proficient at the following electronic software systems but not limited to: EPIC, Word, Access, Power Point, Excel, Internet, Microsoft Outlook, HPF, Form Fast.

Responsibilities

Telephonically captures patient information for medical triage of all referrals demonstrating understanding and skill use of computer software and physician protocols. Coordinates referral process and scheduling of outpatient care.
Receives telephone calls from patient and their families and referring physicians/offices and triages calls appropriately. Responds to general inquires, regarding types of services available as well as provides information as requested.
Communicates consistently and accurately with a variety of contacts inside and outside the institution to obtain patient information, arrange tests and/or appointments relative to room allocation and physician availability.
Obtains and/or exchanges medical release of information forms as needed.
Coordinates and documents all referrals to and from the clinic including those received by telephone, fax, hard copy
Schedules and reschedules new patient appointments in accordance with scheduling guidelines, with the ability to prioritize according to patient needs and service; resolves scheduling conflicts quickly using critical thinking skills.
Enters complete and accurate information into EMR using comprehensive data elements in order to screen for appropriate scheduling of new patient appointment.
Mails patient information packet to the patient prior to all new patient visits and other visit types when applicable.
Uses specific guidelines to collect data and coordinates patient needs prior to first visit including pre-visit diagnostics and other information specific to diagnosis.
Opens, sorts, and distributes correspondence as well as slides/blocks with requisitions to appropriate faculty, staff and/or departments; appropriate correspondence is faxed to the referring physician office within 24-hours or one business day of referral.
Collaborates with appropriate service regarding incoming patient referrals to distinguish and determine type of referral ensuring to obtain patient’s necessary medical information and assigns to appropriate nurse/physician staff.
Contacts and collaborates with patient financial services to determine eligibility and benefits for requested services prior to scheduling of new patient appointment.
Calls outpatient 1-2 days prior to scheduled appointment verifying their commitment and rescheduling when appropriate
Verifies cancellations and makes changes to provider schedules as necessary; generates and distributes corrected schedules and information reports.
Calls all new patients that were a no call no show for first appointments scheduled and notifies referring physician office.
Ensures effective communication and collaboration among the health care team members, addresses inter- and intra- departmental issues. Maintains written verbal communication with referring institutions.
Maintains a record keeping system for appointment wait times for all new outpatient appointments.
Assists department in quality improvement activities and/or changes related to referral process.
Participates in identifying and resolving operational issues associated with growth of the clinic including handling of patient referrals, streamlining processes for documentation, and handling of referral communications.
Collects data for quality improvement activities and assists in identifying discrepancies in referral process, developing, analyzing, and interpreting and identifying corrective action plans which include but are not limited to number of referrals, time from referral to new patient visit, no call no shows, and time to notifying referring physician.
Monitors and audits new patient visits for scheduling appointment within 7 days and no call no shows