Senior Referral Coordinator, Access Center

The University of Texas at Austin•Austin, TX

15d

About The Position

Dell Medical School is seeking a Senior Referral Coordinator for the Access Center. Purpose The Senior Referral Coordinator reports to the Patient Access Supervisor and serves as a subject matter expert for referral processes and EHR systems across clinics within the healthcare system. This role manages complex referrals, resolves escalated pre-authorization and scheduling issues, and ensures compliance with HIPAA standards. Key responsibilities include verifying insurance coverage, obtaining authorizations, scheduling appointments, and maintaining accurate documentation in the EHR. The Senior Referral Coordinator monitors referral volumes, assists fellow coordinators, and acts as the first escalation point for patient complaints. Additional duties include supporting protocol questions, maintaining quality performance standards, and providing ongoing education and training for staff to improve workflows and patient experience.

Requirements

Requires a High School Diploma/GED in with at least 3 year(s) of experience in healthcare administration, patient access, or referral coordination.
Relevant education and experience may be substituted as appropriate.
Organizing Marshal resources to get things done; uses time effectively; arranges information and files in a useful manner. Prioritizes multiple complex referrals and deadlines efficiently. Maintains accurate tracking systems for authorizations and appointments. Anticipates bottlenecks and adjusts workflow proactively.
Customer Focus Meets and/or exceeds the expectations and requirements of internal and external customers; acts with patients’ best interests in mind. Responds promptly and courteously to escalated patient inquiries. Communicates clearly about referral requirements and expectations. Builds trust through consistent follow-up and resolution.
Problem Solving Uses rigorous logic and methods to solve difficult problems; looks beyond the obvious for solutions. Identifies root causes of referral delays or insurance denials. Develops alternative solutions when standard processes fail. Escalates complex issues appropriately and timely.
Attention to Detail Thoroughly and accurately in completes tasks; checks work to ensure compliance and correctness. Reviews patient demographic and insurance data for accuracy. Ensures all authorizations and documentation are complete before scheduling. Monitors referral status to prevent missed appointments.
Interpersonal Savvy Relates well to all kinds of people; builds constructive relationships; uses diplomacy and tact. Handles sensitive patient situations with empathy and professionalism. Collaborates effectively with providers, schedulers, and insurance representatives. Adapts communication style to different audiences.
Technical Learning Quickly learns new technical skills and systems; applies knowledge effectively. Masters EHR workflows and insurance portals efficiently. Applies system knowledge to streamline referral processing. Troubleshoots minor technical issues independently.

Nice To Haves

Bachelor's Degree in healthcare administration or related field with at least 5 year(s) of experience in referral coordination, including complex cases.
Familiarity with EHR systems (e.g., Athena, Epic, etc.) and insurance authorization processes.
Certified Medical Staff Coordinator (CMSC) or similar credential.

Responsibilities

Advanced Referral Management Processes and tracks complex or high-priority referrals requiring expedited handling.
Resolves escalated pre-authorization and insurance issues, including appeals.
Ensures compliance with payer requirements and organizational standards for all referrals.
Monitors referral queues and redistributes workload to maintain timeliness.
Proficient in referral pathways across all clinics to ensure accurate coordination.
Scheduling and Coordination Coordinates appointments for specialty and multi-provider cases.
Communicates referral details and expectations clearly to patients and providers.
Serves as liaison between scheduling teams, clinical departments, and external service providers.
Troubleshoots scheduling conflicts and ensures timely resolution.
Assists with questions regarding insurance loads, referral authorizations, and appropriateness of scheduling per clinic protocols.
Training and Support Assists in providing guidance and training to new and existing referral staff on workflows and best practices.
Supports onboarding and competency development for team members.
Serves as a resource and subject matter expert for referral processes and EHR systems.
Helps facilitate ongoing education and training for staff and addresses protocol questions per clinic.
Contributes to maintaining Quality Performance Review Scorecard standards.
Quality Assurance and Compliance Audits referral documentation for accuracy and completeness.
Monitors adherence to HIPAA and organizational policies across the team.
Assists with accreditation and quality improvement initiatives related to referral workflows.
Prepares reports on referral metrics and identifies trends for improvement.
Communication and Issue Resolution Responds to escalated patient and provider inquiries promptly and professionally.
Acts as the first escalation point for patient complaints and works closely with leadership to resolve concerns.
Collaborates with leadership to resolve systemic issues impacting referral timeliness.
Works closely with the team lead to escalate concerns to clinic leadership as needed.
Maintains positive relationships with internal and external stakeholders.
MARGINAL OR PERIODIC FUNCTIONS: Participates in departmental projects and process redesign initiatives.
Assists with reporting and data analysis related to referral metrics.
Represents the department in cross-functional meetings.
Adheres to internal controls and reporting structure.
Performs other related duties as required.
Other Job Duties may apply as assigned