Referral Specialist / Intake Scheduler

Univer. of Kansas Schoo•Wichita, KS

1d•Onsite

About The Position

The Psychiatry Referral and Intake Specialist serves as the primary point of contact for individuals seeking services within the UKSM‑W MPA Psychiatry & Behavioral Sciences Clinic. This position is responsible for reviewing all incoming referrals to ensure appropriate clinical alignment prior to scheduling and coordinating outgoing referrals to external providers or community resources when clinically appropriate. The specialist gathers preliminary patient information, manages incoming calls, and coordinates the scheduling of new patient intake appointments in a timely, professional, and patient‑centered manner. Key responsibilities include verifying insurance benefits, obtaining required authorizations, and clearly communicating financial obligations and available financial assistance options to ensure patients are fully informed prior to their visit. In addition to managing inbound referrals, this position also handles outgoing referrals to external providers and community resources when clinically appropriate, ensuring continuity of care and facilitating smooth transitions for patients. The specialist supports individuals in navigating access to behavioral health services and directs them to alternate resources when needed. Success in this role requires strong communication skills, attention to detail, the ability to manage sensitive interactions with empathy, and a commitment to a collaborative clinical environment focused on timely, compassionate, and high‑quality patient care.

Requirements

One to two years medical office experience required
EHR experience preferred (we use eClinicalWorks)
Microsoft Office experience a plus
Knowledge of medical ordering and referral procedures
Knowledge of medical terminology and medical documentation principles
Knowledge of insurance plan coverage and referral requirements (includes Medicare, Medicaid, VA and commercial insurance plans)
Knowledge of confidentiality (HIPAA and 42 CFR Part 2) guidelines and procedures
Knowledge of organizational emergency procedures
Knowledge of basic computer skills and office equipment
Knowledge of mental health terminology (preferred)
Skill in time management and prioritizing work
Skill in utilizing computerized systems to gather data, analyze results, and make recommendations
Skill in customer service and professionalism
Ability to problem solve and make decisions related to medical assisting duties
Ability to learn and master referrals, scheduling and documents within practice electronic medical records
Ability to communicate effectively (oral & written) with patients, coworkers, residents, physicians, and external partners utilizing telephone and HIPAA compliant electronic methods
Ability to handle upset patients and diffuse situations and manage the relationship with patient
Ability to collaborate with leadership to improve clinical care and operations
Ability to work well as a team and independently
Ability to wear Personal Protective Equipment (PPE) (closed toe shoes, masks when indicated)
Ability to be prompt and present during scheduled work hours

Nice To Haves

EHR experience preferred (we use eClinicalWorks)
Microsoft Office experience a plus
Knowledge of mental health terminology (preferred)

Responsibilities

Answers and handles telephone calls in a courteous, helpful, accurate, decisive, and timely manner
Accepts incoming referrals from providers and schedules new patient appointments for UKSM-W MPA Psychiatry & Behavioral Sciences Clinic.
Registers new patients and maintains patient demographics and verifies that the patient’s correct primary care provider is documented in the patient’s electronic health record
Performs insurance verifications and prior authorizations for incoming referrals, calculates patient estimated out-of-pocket cost, notifies patient regarding financial responsibility, provides appropriate notices, and establishes payment arrangements with patients utilizing established guidelines
Manages incoming referral log and obtains medical records for incoming patients prior to their appointment
Monitors provider schedules for New Patient openings and fills cancellations and reschedules with patients on waiting list to avoid gaps in schedules as assigned
Provides support to providers, staff and patients regarding questions about referrals, insurance and prior authorizations
Coordinates outgoing referrals to external providers or community resources when clinically appropriate, ensuring required documentation is sent and continuity of care is maintained
Assists with various administrative tasks to support clinic operations as directed; may also be assigned to special projects
Participates in clinic process improvement activities and team meetings to ensure efficient operations
Reliable attendance and punctuality
Other duties as assigned