Scheduling Referral Specialist

Ohio State University Physicians•Columbus, OH

3d•$17 - $25

About The Position

The Scheduling Referral Specialist receives outside physician referrals and reviews, documents, and processes orders in the electronic health record system. The role uses online resources to research information, handles inbound and outbound calls to answer referral questions and clarify orders with referring offices, and electronically files documents by type. The specialist supports patient scheduling by ensuring that transcribed orders are accurate and complete, and works to meet department service levels while providing considerate, high-quality customer service.

Requirements

High school diploma or equivalent.
1–2 years of customer service experience.
Exceptional customer service skills, enthusiasm, and compassion.
Ability to multitask across multiple applications in a fast-paced, volume-based environment.
Excellent verbal and written communication skills.
Strong interpersonal skills and the ability to handle sensitive, confidential HIPAA-related situations and establish trust with patients, physicians, and internal teams.
Team-oriented approach and politeness toward customers, vendors, and patients.
Ability, when appropriate, to use independent judgment to triage clinical issues or determine appropriate actions.
Must pass EPIC certification training and complete annual computer-based learnings (CBLs).
High proficiency with technology and multiple computer-based systems to support decision-making and appropriate patient outcomes.
Attention to detail, professionalism, promptness, attendance, and cooperativeness with coworkers and supervisors.

Nice To Haves

Experience working in a healthcare setting.
Working knowledge of medical terminology.

Responsibilities

Accurately and efficiently transcribe outside physician referrals into EPIC.
Use online tools to research information and make accurate decisions.
Separate, categorize, and index order documents in patient charts.
Answer inbound calls about referrals and provide excellent customer service.
Call referring offices to obtain clarification and complete information when needed.
Research fax services for orders and problems.
Support Patient Scheduling by ensuring transcribed orders are accurate and thorough.
Create new patient charts, update existing charts, and identify and escalate possible duplicate chart issues.
Add new referring providers to the central physician database.
Flag problem orders for further investigation.
Process daily emails in a timely manner.
Help manage referral work folders to meet department service levels.
Conduct quality assurance in accordance with department guidelines.
Participate in process improvement feedback meetings.
Escalate complaints to a manager or supervisor using the established chain of command.
Adhere to the provided schedule and meet work productivity expectations and goals.
Travel to satellite locations and clinic sites when necessary to perform job duties.
Use job-related software and systems to perform job functions.
Perform other duties or special projects as assigned.