Referral Management Specialist (MCP)

Medical University of South Carolina•Columbia, NE

5d•Onsite

About The Position

MUSC Community Physicians (MCP) is an entity within the Medical University of South Carolina that provides healthcare to patients within the rural health network throughout the state of South Carolina. This role acts as an expert in all areas of healthcare scheduling and access as they pertain to provider-specific templates and specialties. The position collaborates closely with departmental, clinical, physician, and division staff to assist potential customers in navigating the system to obtain access and referral information for medical care at MUSC. The Referral Management Specialist I reports directly to the Call Center Manager. Under general supervision, the Referral Management Specialist I is responsible for scheduling appointments across various specialties, which includes their primary assigned service, a secondary specialty/service, and a tertiary specialty/service, all within a call center environment that utilizes an automated scheduling system. The triage of patient calls is conducted according to established algorithms, which involve addressing inquiries, resolving issues, and referring patients to the appropriate clinical team for any clinical matters as necessary. This position acts as the primary advocate for patients, facilitating communication between the medical team and the patient by coordinating their requests and meeting their needs during a single phone call. Moreover, this role entails the responsibility of keeping current knowledge of all services and protocols, which includes, but is not limited to, handling incoming scheduling and clinical calls, managing faxes, and processing referrals. It also involves the meticulous collection of accurate data, which encompasses demographic information, physician details, insurance, employment, next of kin, emergency contacts, and other miscellaneous information essential for completing the patient's profile. This position exemplifies the highest standards of customer service, attentiveness, and consideration in every aspect.

Requirements

High school diploma or equivalent (GED)
Two years’ experience in a Medical Office, Call Center, and/or customer service business environment
Ability to prioritize and coordinate multiple tasks in a busy environment
Experience with computers and technology including Windows, Excel, and Intranet/Internet navigation tools, as well as system content
Strong demonstrated verbal, written, problem solving and presentation skills
Ability to work in a self-directed manner while interacting with patients, physicians and departmental partners

Responsibilities

Scheduling appointments across various specialties
Triage patient calls according to established algorithms
Address inquiries and resolve issues
Refer patients to the appropriate clinical team for clinical matters
Act as the primary advocate for patients
Facilitate communication between the medical team and the patient
Coordinate patient requests and meet their needs during a single phone call
Keep current knowledge of all services and protocols
Handle incoming scheduling and clinical calls
Manage faxes
Process referrals
Meticulously collect accurate data including demographic information, physician details, insurance, employment, next of kin, emergency contacts, and other miscellaneous information essential for completing the patient's profile
Exemplify the highest standards of customer service, attentiveness, and consideration