PCC CALL CENTER - Referral & Patient Access Coordinator

Chicago ENT•Chicago, IL

16d•$18 - $22•Hybrid

About The Position

The Referral & Patient Access Coordinator is responsible for proactively managing inbound patient referrals to improve patient access, increase referral conversion, and support practice growth. This role works referrals through completion by contacting patients, identifying the earliest appropriate appointment availability, conducting follow-up outreach, and helping fill available provider capacity. The Coordinator works closely with the Call Center Lead, Patient Care Coordinators, Front Office, clinical teams, and providers to resolve referral and scheduling barriers and ensure patients are connected to care as quickly and appropriately as possible. Performance will be measured against established referral conversion, new patient access, and practice growth goals. Travel may be required to any Chicago ENT/Chicago Sleep Center or affiliated location.

Requirements

High school diploma or equivalent required
Ability to work within an EMR database and navigate through a Windows environment required
Strong organizational skills with the ability to manage multiple provider schedules, priorities, and follow-up activities simultaneously
Strong verbal and written communication skills
Ability to work independently, identify opportunities, and take appropriate action without requiring individual direction for each scheduling need
Ability to work effectively in a performance-driven environment with measurable goals and expectations

Nice To Haves

2+ years of experience in healthcare scheduling, patient access, medical office operations, call center operations, or a related healthcare setting
Experience working with provider schedules, appointment templates, referrals, and patient access workflows
Experience working in an ENT, Sleep, or specialty medical practice
Experience reviewing scheduling, utilization, or patient access data
Bilingual in English and Spanish (speaking, writing, and comprehension)

Responsibilities

Manage inbound referrals from receipt through resolution, ensuring referrals are addressed timely and accurately.
Proactively contact referred patients to schedule appointments and conduct follow-up outreach when patients are not reached or do not initially schedule.
Review referrals to identify the appropriate provider, location, appointment type, and scheduling requirements.
Identify the earliest appropriate appointment availability across providers and locations to improve new patient access.
Monitor provider availability, cancellations, and open appointments to identify opportunities to schedule referred patients sooner and help utilize available capacity.
Maintain and work referral, waitlist, and short-notice patient lists to support timely scheduling and fill available appointments.
Track referrals that remain unscheduled and ensure appropriate follow-up is completed before the referral is closed or otherwise dispositioned.
Identify and resolve scheduling barriers, including missing information, referral requirements, appointment availability, or other issues preventing the patient from being scheduled.
Coordinate with the Call Center Lead, Patient Care Coordinators, Front Office, clinical teams, and providers as needed to resolve referral and scheduling questions.
Maintain accurate documentation of referral status, patient outreach, scheduling activity, and outcomes within the appropriate systems.
Identify trends or barriers affecting referral conversion and patient access and escalate opportunities for improvement to the Call Center Lead.
Meet established performance expectations related to referral response time, referral conversion, new patient scheduling, patient access, and other assigned metrics.
Support Call Center functions as needed and as referral workload allows, including assisting with patient calls, scheduling, and other assigned Call Center responsibilities.
Work closely with Marketing to coordinate referral follow-up efforts and maintain an established referral outreach cadence.
Other duties as individually assigned.