Referral Management Coordinator I

Gillette Children's•Saint Paul, MN

11d•Hybrid

About The Position

This position provides external referral triaging, care coordination, and closed-looped communication with referring providers related to care requested to occur at Gillette. Performs referral review duties under the direction and guidance of Capacity Planning leadership. Reviews all referrals for administrative, clinical completeness and appropriateness. Collaborates with case managers, referral coordinators, clinic nurses, and referring and internal providers to ensure all patients are booked at the right time, with the right provider, within the appropriate specialty setting. Complete Patient Intake Process: Utilizes information provided via phone, fax or online submission form to create patient’s profile within EMR. Transcribes clinical information provided to inform internal providers of patient status. Appointment Scheduling: Active outreach to referred patients to match patient need with services offered through Gillette. This includes scheduling across all medical and integrative care services, recognizing appropriate timeframe for services and considering the patient’s unique needs. Pre-Clinic Planning: Provides portal messaging and other details pertinent to upcoming visit(s) including: NPO guidelines, sleep instructions, coordinated service needs, etc. Quality Improvement: Provides feedback regarding access barriers and patient feedback with a goal of improving the patients’ experience. Informs Capacity Planning leadership and Provider Relations Liaisons of opportunities to streamline referral process. Outcomes of these actions are tied to an increased number of unique patients served. Relationship-Building: Provides closed-loop communication with referring providers regarding referral status. Collaboratively communicates with internal providers for accurate triage as applicable. This is a remote opportunity; however, the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul, MN as needed.

Requirements

High School Diploma/ GED
1 year of experience in customer service, administrative, or healthcare settings.

Nice To Haves

Experience working with medical referrals
2 years of experience in a healthcare setting
Knowledge & understanding of basic medical terminology
Strong computer aptitude including knowledge of Microsoft Office (Word, Excel, Outlook)
Demonstrated strength in communication, customer service, organization, attention to detail and the ability to work independently
Ability to multi-task and respond quickly or reprioritize based on changing needs
Strong teamwork skills
Experience with insurance carriers including medical assistance programs

Responsibilities

Utilizes information provided via phone, fax, or online submission form to create patient’s profile within EMR
Transcribes clinical information provided to inform internal providers of patient status
Utilizes effective communication methods with patient, caregivers and healthcare teams across specialties within, and external to, Gillette to ensure patients are placed at the correct time, with the correct provider, and has any necessary ancillary services
Obtains and updates patient demographic, financial, and medical information with a high level of accuracy.
Is accountable to provide quality, complete, and timely scheduling & registration of patients
Effectively communicates in both verbal and written documentation
Proactively contacts patients and families for appointment scheduling and pre-clinic planning
Schedules across all medical and integrative care services, recognizing the appropriate timeframe for services based on the patient’s unique needs
Coordinates appointment appropriateness and ‘urgency’ in collaboration with internal providers and/or clinic nurses
Verbally collects record information to be sourced by HIM team for the purposes of informing internal teams of pertinent medical history
Consults with providers, nurses, provider relations liaisons, and leadership to resolve complex patient situations
Actively enrolls new patients to our patient portal and appointment reminder systems so they’re able to access care information through multiple modalities
Provides pertinent details for scheduled visits including: NPO guidelines, sleep instructions, required imaging, and other expectations
Protects patient confidentiality in alignment with HIPAA expectations