Referral Coordinator

Vanderbilt University Medical Center

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About The Position

Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research. Organization: ANC - Model Office Job Summary: JOB SUMMARY Serves as the central access point for referring providers and assists in meeting key service and financial pillar goals. Utilizes appropriate protocols and resources, critical thinking, and decision-making skills to navigate the patient through service lines to receive care for referred services. Captures patient level demographics, insurance eligibility, and registration details and authorizations prior to service completion. Tests and refines new technology and workflows within PAS to ensure strategic alignment across service lines and in support of the organization’s goals. Supports all aspects of patient coordination and barrier identification to support continuous growth in new patient external referrals and creating a competitive market for our patients and providers. . KEY RESPONSIBILITIES • Serves as the decision-making resource and utilizes critical thinking to analyze the needed coordination for patient care associated across multidisciplinary departments • Facilitates timely and efficient referrals and follow up with patients. • Verifies insurance eligibility for all new patients entering VUMC through RMC via automated insurance plan eligibility databases. • Coordinates with insurance entities to investigates, process, and log referral authorizations. • Provides patient estimates based on coverage to support expectation of financial responsibilities. • Conducts outreach efforts with referring providers to provide status updates. • Completes documentation, including demographics and referral information notes and orders. • Mentors and assists new and existing staff by educating others on area-specific knowledge, skills and tools, and departmental processes. TECHNICAL CAPABILITIES • Call Center Telephone Etiquette (Advanced): Able to handle patient or provider calls and contribute positively to the call center working environment. Demonstrates good manners, decorum and appropriate protocols. Avoids and neutralizes conflicts and handles difficult callers in a positive and professional way. • Patient Scheduling (Advanced): The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic. • Customer Service (Advanced): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs. • Patient Satisfaction (Advanced): Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience for the patient with every call. This position also has direct effect on ease of scheduling appointment and ease of getting clinic on the phone. Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more. At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Requirements

• Call Center Telephone Etiquette (Advanced): Able to handle patient or provider calls and contribute positively to the call center working environment. Demonstrates good manners, decorum and appropriate protocols. Avoids and neutralizes conflicts and handles difficult callers in a positive and professional way.
• Patient Scheduling (Advanced): The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.
• Customer Service (Advanced): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
• Patient Satisfaction (Advanced): Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience for the patient with every call. This position also has direct effect on ease of scheduling appointment and ease of getting clinic on the phone.
• Relevant Work Experience
• 3 years Experience
• Bachelor's

Responsibilities

• Serves as the decision-making resource and utilizes critical thinking to analyze the needed coordination for patient care associated across multidisciplinary departments
• Facilitates timely and efficient referrals and follow up with patients.
• Verifies insurance eligibility for all new patients entering VUMC through RMC via automated insurance plan eligibility databases.
• Coordinates with insurance entities to investigates, process, and log referral authorizations.
• Provides patient estimates based on coverage to support expectation of financial responsibilities.
• Conducts outreach efforts with referring providers to provide status updates.
• Completes documentation, including demographics and referral information notes and orders.
• Mentors and assists new and existing staff by educating others on area-specific knowledge, skills and tools, and departmental processes.

Benefits

• This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees