Referral Coordinator, Communications Center

Rochester Regional Health

2d•$18 - $24•Onsite

About The Position

The Referral Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers, and payers throughout the patient’s healthcare experience. This role serves as the first point of contact for patients and physicians to coordinate services across the system. Responsibilities include referring and scheduling appointments, registering for seminars and classes, navigating patient inquiries, and communicating courteously throughout the delivery of care, with a focus on first call resolution. The coordinator collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visits, and maintain all support processes.

Requirements

Embraces a culture of customer-centric behavior and innovation critical to success in this role.
Possesses strong customer service skills and the ability to demonstrate compassion and empathy.
Strong verbal and written communication skills including good voice quality, good diction, and articulation are strongly preferred.
Must be available to work a flexible schedule that may include evening, weekend, and holiday shifts.
Must be able to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.
Proficiency in use of computers.
Knowledge of terminology used by insurance/managed care health plans.

Nice To Haves

Two (2) years customer service experience preferred, ideally in a health care setting.
Associate's degree preferred.
Prefer knowledge of medical terminology.
Prefer knowledge of function and relationships within a hospital environment.

Responsibilities

Provide courteous, attentive, and prompt service to all those you work with and support.
Work well with others in different departments and organizations to deliver a seamless, exceptional customer experience.
Proper use of an EMR to communicate with patients, caregivers, physicians, and the community to schedule patient appointments, complete registrations, and respond to inquiries.
Enroll and activate patient portal accounts, answer questions, and/or resolve any user issues.
Act as a key referral liaison to community provider offices, serving as a primary point of contact for private physicians to manage all types of interactions into RRHS.