Referral Management Specialist - Florence, SC

Medical University of South Carolina•Florence, AL

2d•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. Obtains and processes signed physician orders/referrals to ensure accurate clinical documentation for care delivery, specialty and outpatient ancillary referrals. The Referral Management Specialist 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

Nice To Haves

Spanish language is highly preferred

Responsibilities

Obtains and processes signed physician orders/referrals to ensure accurate clinical documentation for care delivery, specialty and outpatient ancillary referrals.
Schedules appointments across various specialties, including primary, secondary, and tertiary services, within a call center environment utilizing an automated scheduling system.
Triage patient calls according to established algorithms, addressing inquiries, resolving issues, and referring patients to the appropriate clinical team for clinical matters.
Acts as the primary advocate for patients, facilitating communication between the medical team and the patient by coordinating requests and meeting needs during a single phone call.
Maintains current knowledge of all services and protocols, including handling incoming scheduling and clinical calls, managing faxes, and processing referrals.
Collects 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.
Exhibits the highest standards of customer service, attentiveness, and consideration in every aspect.