Referral Coordinator (Bilingual Spanish Preferred)

VIPcare•Tbd, AL

About The Position

The Referral Coordinator facilitates timely and accurate coordination of patient referrals to support continuity of care and a positive patient experience. Depending on the assigned location and business needs, the role may manage outbound referrals for multiple VIPcare primary care clinics within a designated geographic area or coordinate inbound referrals received by a specialty practice. The coordinator arranges appointments, communicates with patients and healthcare providers, verifies referral requirements, and ensures that medical records and other required documentation are exchanged and maintained. The role proactively identifies and resolves barriers to scheduling and referral completion, collaborating with internal and external stakeholders to support timely access to care. The position is located in Birmingham, Jefferson County, Alabama, and reports to the Director, Clinic Operations or Regional Practice Manager. VIPcare specializes in primary care for patients aged 65 and older and emphasizes patient care, service, and improved health outcomes.

Requirements

High school diploma or equivalent.
At least 3 years of administrative, scheduling, customer service, or related experience.
Working knowledge of the geographic area served, including local healthcare providers, specialty practices, and patient care resources, or the ability to develop this knowledge quickly.
Strong critical-thinking and problem-solving skills, including the ability to identify referral barriers, evaluate options, and determine appropriate next steps within established procedures.
Excellent organizational and time-management skills, with the ability to prioritize multiple referrals, manage competing deadlines, and maintain accurate documentation.
Strong written and verbal communication skills and the ability to communicate effectively and compassionately with patients, healthcare providers, insurance carriers, and internal team members.
Strong interpersonal and customer service skills, with a commitment to a positive patient experience and continuity of care.
Ability to work independently and collaborate effectively with clinic teams, specialty practices, and other stakeholders.
Proficiency in Google Workspace, including Drive, Docs, and Sheets, and the ability to maintain spreadsheets, navigate operational reports, and track referral activity.
Strong attention to detail, follow-through, and accountability for completing assigned tasks accurately and efficiently.
Ability to maintain confidentiality and handle protected health information in accordance with HIPAA and organizational policies.
Appreciation of cultural diversity and sensitivity toward the patient populations served.

Nice To Haves

Bilingual Spanish preferred.
Healthcare environment experience.
Prior experience in referral coordination, medical reception, medical assisting, patient scheduling, or other clinic-based administrative functions.
Familiarity with medical terminology, healthcare operations, insurance verification, referral authorizations, and electronic medical records.
Experience with eClinicalWorks (eCW) or a comparable electronic medical record system.

Responsibilities

Coordinate and process inbound and/or outbound patient referrals according to established procedures, ensuring accuracy, timeliness, and follow-through.
For outbound referrals, review provider orders, contact patients and specialty offices, and assist with appointment scheduling across assigned VIPcare clinics and geographic areas.
For inbound referrals, receive and review requests from referring providers, obtain required information, and coordinate patient scheduling within the assigned specialty practice.
Verify patient demographic and insurance information; confirm referral and authorization requirements; and coordinate with insurance carriers or internal teams to resolve outstanding issues.
Explain referral instructions and appointment details to patients, answer questions, and address scheduling barriers or concerns.
Collaborate with referring and receiving healthcare providers to obtain and exchange clinical documentation, medical records, and other information needed to facilitate care.
Follow up on outstanding referrals, scheduled appointments, and incomplete documentation to support timely completion and continuity of care.
Coordinate retrieval and distribution of consultation notes, test results, and other relevant records following specialty appointments, as applicable.
Document referral activities, appointment status, patient communications, and related information in the electronic medical record and applicable tracking systems.
Monitor referral work queues, reports, and outstanding tasks; identify delays, discrepancies, or unresolved issues; and take appropriate action or escalate concerns.
Respond to incoming calls, patient inquiries, and healthcare provider requests with professional, responsive, patient-centered service.
Maintain effective working relationships with patients, clinic teams, specialty practices, and other stakeholders.
Follow documentation, privacy, and regulatory requirements, including HIPAA, when handling patient information and coordinating referrals.
Identify recurring referral challenges and recommend improvements to workflows, communication, and the patient experience.
Perform additional duties as assigned.