Referral Coordinator

UCSF Health Medical Foundation•San Francisco, CA

2d•Onsite

About The Position

The Referral Coordinator provides administrative support for patients, support staff, and clinicians in the practice setting related to referrals, authorizations, and scheduling concerns. This role serves as the initial point of contact for external physicians, physician representatives, and the public, and is responsible for ensuring all critical information is relayed for patients referred by our physicians to outside specialty services. The incumbent must possess exceptional public relations and customer service skills, communicating effectively with patients and physicians. Primary responsibilities include identifying patient needs and executing plans for registration, scheduling, insurance compliance, MyChart support, and general inquiries. Additionally, the Referral Coordinator must assist in resolving issues, improving quality of care, supporting PSR activities and learning needs, ensuring necessary authorizations are obtained prior to patient visits, checking patients in and out, updating patient demographics, and troubleshooting billing problems.

Requirements

Demonstrated ability to remain professional, even when working through difficult situations.
Support the vision of the practice and the core values of UCSF Benioff Children’s Physicians.
Effectively utilizes Electronic Health Record (E.H.R.), Microsoft Outlook and MS Office Suite.
Keeps patient demographics and insurance information accurate and up-to-date in the EHR.
Provides friendly, knowledgeable and responsive internal and external customer service.
Sets appropriate expectations for patient and staff like.
Reminds patients of their appointments 72 hours in advance and on a daily basis or as needed, defined by the department workflow.
Checks Right Fax throughout the day and returns patient calls the same day and no later than 24-hours.
Utilizes EHR to communicate about appointment details.
Keeps other administrative team members well-informed of any patient(s) or physicians(s) needs, schedule changes, etc.
Keeps Supervisor informed of customer compliments, complaints, or problems / critical issues with clinical services in a timely manner.
Maintains current knowledge of all physicians and services of the practice.
Consistently extends a professional, warm environment by using a pleasant tone of voice and maintaining composure at all times, using acquired AIDET skills.
Attends staff meetings and other office meetings, as required.
Holds self and peers accountable to uphold the Standards of Behavior regardless of race, ethnicity, culture, religious affiliation, disability, socioeconomic background, education, sexual orientation, marital status, gender, age or position.
Adheres to all UCSF Benioff Children’s Physicians policies and procedures (i.e. Administrative and Human Resources), practices safe work habits, and engages in good business standards and practices.
Respects and is sensitive to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, teamwork, and demonstrates respect for others.
Initiates and maintains effective working relationships with UBCP colleagues and other people with whom the incumbent must interact to perform their responsibilities.
Complies with all HIPAA regulation and UBCP standards of patient confidentiality.
Must adhere to HIPAA regulations and maintain clinic, physician, RN and patient confidentially.

Nice To Haves

Serves as back-up in PSR role PRN.

Responsibilities

Responsible for executing the process and workflow surrounding internal/outgoing specialty referrals for MFM patients.
Coordinates the process of referring patients to appropriate clinics.
Obtains authorizations as needed per specialty and insurance requirements.
Explores insurance inconsistencies as they arise to assist Reg/Sched processes.
Coordinates outgoing referrals and scheduling with destination specialty coordinators.
Communicates with patients to ensure follow-through with referrals.
Confirms any testing ordered in conjunction with specialty services requested is accounted for in ordering and communication workflow.
Under direction of Clinical Services Manager and Nurse Practitioner, participates in coordination of complex MFM patients into the UCSF Benioff Fetal Medicine Program.
Assist in coordinating and providing learning needs of PSR and MA teams, specific to referrals and authorizations.
Serves as front line for triage of referral and authorization queries.
Support identifying and structuring workflow improvements, and staff education/support.
Responsible for directing self-Payment paperwork to Rev Cycle; reassigns if will be on PTO.
Support Clinical Services Manager in monitoring Workques, and identifying areas of needed support and learning.
Answers phones professionally and warmly to assist all callers with their healthcare objectives.
Receives patients at the care center, including providing information about clinical services, insurance and payment policies; patient registration; processing new patient paperwork; collecting copays; and following up with patients for payment/insurance information when necessary.
Schedules and confirms appointments.
Monitors schedule frequently for capacity.
Attends to billing corrections in a timely fashion.
Asks for assistance as needed to expedite patient concerns as quickly as possible.
Through Epic/Right-Fax, distributes incoming paperwork, lab results, and scans records into patient chart on a daily basis.
Helps maintain office supplies, equipment, and general office systems.
Attends to physician and practitioner needs to support patient care and practice development.
Effectively utilizes Electronic Health Record (E.H.R.), Microsoft Outlook, and MS Office Suite.
Takes a proactive view of daily and weekly clinician schedules, fills openings via waiting lists and by requesting patient names from clinicians.
Works diligently to keep clinicians’ schedules full.
Keeps patient demographics and insurance information accurate and up-to-date in the EHR.
Provides friendly, knowledgeable, and responsive internal and external customer service.
Sets appropriate expectations for patients and staff.
Reminds patients of their appointments 72 hours in advance and on a daily basis or as needed, defined by the department workflow.
Checks Right Fax throughout the day and returns patient calls the same day and no later than 24-hours.
Utilizes EHR to communicate about appointment details.
Keeps other administrative team members well-informed of any patient(s) or physician(s) needs, schedule changes, etc.
Keeps Supervisor informed of customer compliments, complaints, or problems/critical issues with clinical services in a timely manner.
Maintains current knowledge of all physicians and services of the practice.
Consistently extends a professional, warm environment by using a pleasant tone of voice and maintaining composure at all times, using acquired AIDET skills.
Attends staff meetings and other office meetings, as required.
Holds self and peers accountable to uphold the Standards of Behavior regardless of race, ethnicity, culture, religious affiliation, disability, socioeconomic background, education, sexual orientation, marital status, gender, age, or position.
Adheres to all UCSF Benioff Children’s Physicians policies and procedures (i.e., Administrative and Human Resources), practices safe work habits, and engages in good business standards and practices.
Respects and is sensitive to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, teamwork, and demonstrates respect for others.
Initiates and maintains effective working relationships with UBCP colleagues and other people with whom the incumbent must interact to perform their responsibilities.
Complies with all HIPAA regulations and UBCP standards of patient confidentiality.
Accepts and performs other job-related duties, projects, and responsibilities, as required.
Must adhere to HIPAA regulations and maintain clinic, physician, RN, and patient confidentiality.