Star Community Health-Referral Tracking Specialist

St. Luke's University Health Network•Lansford, PA

13d•Onsite

About The Position

The Referral Scheduling Specialist is a liaison between the providers and the patients. They are responsible for scheduling specialist and imaging appointments for Star Community Health patients. Collaborates with patients and specialty providers offices to get appointments in a timely manner. Obtains knowledge of patients’ barriers for attending an appointment and refers patient to the appropriate service for help. Responds to patient’s questions and needs by editing, canceling and rescheduling appointments according to department protocols. Completes insurance referrals or prior authorizations when necessary. Follow up with specialty offices and patient to ensure patient compliance with attending the appointment. Fluent with EMR to manage an active and fluid work queue of specialist referrals along with necessary documentation of closing the referral loop.

Requirements

Excellent verbal skills are required.
Strong computer skills and attention to detail are required.
High School diploma or GED
Bilingual- Spanish preferred.
Previous Call Center Experience.
Medical Terminology.
Knowledge of computer systems and programs such as Microsoft Office.
Epic referral workflow experience preferred.

Responsibilities

Accurately completes the referral scheduling process with patient via telephone or in-person
Updates and or communicates correct patient information to appropriate staff, hospital departments, and computer systems.
Works with coordinator, supervisor and managers for any scheduling, or insurance issues
Will meet with patients/patient family in person as needed
Ongoing knowledge of scheduling and registration procedures
Works with and communicates to departments regarding patients
Appropriately refers patients Social Work/Care Management/ Financial Counselors
Monitors and maintains worklists as assigned, by handling in a timely fashion and according to priority
Capable of switching between skillsets and outbound, inbound calling functions
Respond to patient’s questions and needs by editing, canceling and rescheduling appointments according to department protocols
Project a professional network image through phone interaction (PCRAFT Values)
Excellent customer service skills with the ability to maintain effective working relationships with patients and staff.
High level of skill in entering data into computer while conversing with patients and physician offices.
Provides educational information to the patient regarding their testing.
Completes pre-authorizations and insurance referrals for referrals and orders
Acquire and submit all necessary clinical information to insurance company needed to obtain prior authorization in a timely fashion
Obtains knowledge of any barrier’s patient may have whether transportation, insurance, or work schedule and educates patients on available services.
Maintains up to date knowledge on insurance guidelines for prior authorizations and referrals.
Other related duties as assigned.