Referral Coordinator

University Hospitals•Westlake, OH

7d•Hybrid

About The Position

The Referral Coordinator serves as the first point of escalation for calls and service recovery. This role is responsible for scheduling appointments from Epic work queues that were not completed during the checkout process. The primary duty is to schedule patient appointments in a courteous manner, while also planning, organizing, and prioritizing workflow in conjunction with physicians, marketing, clinical initiatives, and organizational objectives. The coordinator ensures appointments are made with UH specialists, programs, and diagnostic testing within the appropriate timeframe, with the correct provider and at the right location. This position involves verifying and inputting insurance and patient information, providing Good Faith Estimates, and educating patients on third-party coverage and liabilities. Additionally, the role supports patient navigation, manages incoming referrals, and contributes to system and process improvements. The Referral Coordinator also participates in community marketing and business development to increase referrals and enhance relationships, ensuring department productivity standards are met or exceeded.

Requirements

High School Equivalent / GED (Required)
5+ years Of professional health care experience or related health care position (Required)
Flexible, detail-oriented and organized, patient scheduling, good analytical and problem solving/critical thinking ability. (Required proficiency)
Enthusiastic, positive and approachable individual. (Required proficiency)
Must possess conflict management, emotional intelligence Ability to function independently and as a team player in a fast-paced environment. (Required proficiency)
Must have strong written and verbal communication skills. Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machine, multi-line phone, FAX machine, etc.). (Required proficiency)
Certified Healthcare Access Associate (CHAA) (Required)
related medical certification, or take and pass (Required within 9 Months)

Nice To Haves

Associate's Degree or progress towards degree (Preferred)
Experience using Epic application (Preferred)
Call Center telephone etiquette (Preferred proficiency)
Patient and referring provider satisfaction (Preferred proficiency)
Knowledge of healthcare operations (Preferred proficiency)
Strong understanding of the AIDET/HEAT communication model and strong call center relationship building skills strongly (Preferred proficiency)

Responsibilities

Serve as 1st escalation point for escalated calls and service recovery
Responsible for scheduling from the Epic work queues not completed at time during the checkout process
Primarily responsible for scheduling patient appointments in courteous manner
Plans, organizes, prioritizes and maintains workflow in conjunction with targeted physicians, marketing and clinical initiatives, and UH organizational objectives
Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location
Verifies and inputs insurance, appointment, patient information in a timely manner
Partner and directly communicate with clinical Navigators/identified support to facilitate 1st call resolution and appropriate patient navigation.
Maintains up-to-date knowledge of computer systems, insurance/government regulations and Care Connection policies/procedures used within the department
Provide Good Faith Estimates for a patient at time of scheduling
Validates and captures primary, secondary and tertiary insurance coverage to ensure accurate billing
Provides patient education about third party coverage and liabilities; communicate possible payment options. Collect, post, and balance co-pays, deductibles and other patient payments.
Recruits and advises patients to access My UH Care Personal Health Record
Scheduling appointments for post in-patients being discharged from a UH facility
Scheduling appointments for patients discharged from UH Emergency Departments
Reaching out to non-UH providers for scheduling follow up discharge appointments
Real-time support of team needs and escalations associated with patient navigation and incoming referrals.
Enforce use of approved tools and resources and adhering to standard operating procedures and protocols.
Encourage critical thinking and solution driven mentalities.
Serve as team advocate for system and process improvement; team engagement and retention
Provide investigation and insight to process gaps and opportunities for streamlined workflows.
Verify all transaction were completed accurately and inclusive of all relevant referral details.
Participates in community marketing and business development functions of UH in order to increase referrals and enhance relationships
Ensures department productivity standards are met/exceeded
Manages calls to triage and provide customer with appropriate resolution, including: Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location
Performs other duties as assigned.
Complies with all policies and standards.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.