Referral Specialist

Shoreline Vision•Muskegon, MI

About The Position

The Referral Specialist will serve as the primary referral personnel to provide a positive first contact experience to patients while projecting a professional telephone image through phone interaction. The Referral Specialist will demonstrate sensitivity to patient’s needs, and follow the Patient Privacy Act, through demonstrating exceptional telephone and interpersonal skills.

Requirements

Professional in appearance and actions.
Logical and Critical thinking skills.
Customer-focused with excellent written, listening and verbal communication skills.
Enjoys learning new technologies and systems.
Detail-oriented, professional attitude, reliable.
Exhibits a positive attitude and is flexible in accepting work assignments and priorities.
Meets attendance and tardiness expectations.
Management and organizational skills to support the leadership of this function.
Ability to follow or provide verbal and written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
Interpersonal skills to support customer service, functional, and teammate support need.
Able to communicate effectively in English, both verbally and in writing.
Ability for basic to intermediate problem solving, including mathematics.
Travel to other site locations may be necessary. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards.
Specialty knowledge of systems relating to job function.
Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines.
High School Diploma or GED equivalent required
Basic to intermediate computer operation
Proficient in Microsoft Excel, Word, PowerPoint, Outlook

Nice To Haves

Previous medical office experience preferred; previous ophthalmic experience strongly preferred.
Prior experience with NextGen software or other EMR is preferred

Responsibilities

Assist patients in scheduling appointments based on individual needs and Physician’s schedules while partnering with other departments and external Physician’s offices to ensure smooth patient flow, including the checking of patient eligibility.
Handle all incoming and outgoing local referral networks and both paper and faxed referrals while coordinating aid from Patient Relations team members.
Primarily address incoming and outgoing referrals while also acting as backup to the Contact Center by promptly answering, screening, and processing calls to appropriate person(s) and department(s) per protocol. Determine the management of emergent calls in accordance with company policy.
Maintain patient chart demographics and the Patient Portal for EMR (Electronic Medical Record) software.
Respond to Live Chat and Cataract Self-Test inquiries.
Reply to and compose emails to team members.
Cooperate with the Patient Relations team to accomplish the established goals of the department.
Work closely with provider liaison to establish and guarantee successful and efficient relationships with referring providers and offices.
Assist in Referral Department reporting and perform special projects and other duties as assigned.
Run real-time eligibility queries upon scheduling.
Adhere to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Perform other duties that may be necessary or in the best interest of the organization.