Referral Specialist

Position Identification

Job Title: Referral Specialist

Department: Admin Support

Reports To: Value Based Care Manager Supervisory Responsibilities: None Level of Access: Level II

Job Summary

At North Florida Pediatrics our patients and their parents are our number one priority. Referral Specialists are essential to that goal of a stellar patient experience. They are part of the continuum of care between North Florida Pediatrics and the referred providers/specialists in our various locations. Having consistently proactive customer service is a must to be successful in this role. Our Referral Specialists are responsible for coordinating care between the patients of North Florida Pediatrics and referred services and specialists as recommended with other providers and other specialist practices.

Essential Job Functions

• Help the referral department manage the outgoing referrals for NFP patients.
• Follow up with patients before and after their referral appointment to ensure the continuum of care.
• Inputs new patient information ensuring accuracy of records.
• Verifies patient insurance using insurance lookup tools and on occasion calling to verify insurance.
• Prepares and maintains patient charts, by collecting appropriate information and entering/filing correctly
• Ensures patient confidentiality and reasonably secures patient health information to the best of their ability.
• Follows all HIPAA, Local, State and Federal laws regarding Patient Health Information (PHI).
• Answers incoming phone calls and directs calls to the appropriate parties and/or takes messages using company procedure.
• Schedules and updates patient appointments over the phone and in person.
• Patient outreach to reschedule missed appointments and/or to remind of upcoming appointments.
• Works on assigned job tasks and special department projects assigned by the Regional Operations Manager.
• Helps train new and current staff members in the region as assigned.
• Works collaboratively with other employees to promote the best care of the patient and efficient workflow
• Provides excellent customer service to all patients, family members/care givers, and other employees
• Performs other duties as assigned

Knowledge, Skills, and Abilities

• Working Knowledge of Office 365 (Word, Excel, Outlook, Teams).
• Working Knowledge of office duties expected in an outpatient clinic environment.
• Knowledge of current HIPAA regulations regarding PHI.
• Knowledge of medical receptionist tasks and duties.
• Knowledge of surrounding area specialty practices for referring our patients.

• Basic skill in daily office equipment uses (Phone Directories, Fax Machines, and Printers)
• Basic computer and computer software knowledge using Windows 10 or greater.
• Demonstrates active time management skills.
• Demonstrates leadership and team building skills.
• Dependable and punctual with working hours and assigned tasks.
• Excellent customer service both in person and over the phone.
• Excellent and clear communication skills both written and verbal.
• Ability to work in a fast passed, ever changing clinic environment.
• Effective task prioritization and multitasking skills.

Education and Experience

• Required: High School Diploma or GED
• Required: 2 years of experience in an outpatient referral, ER, or other medical office setting.
• Preferred: 5 years related experience with outgoing referrals in a similar industry.
• Preferred: College classwork in medical administration, medical records, nursing, or other related fields.

Physical Requirements

• Travel: Must have reliable transportation to work and be able to travel if needed within the region to other offices.
• Seeing: Must be able to see well enough to read emails, documents, reports, etc.
• Hearing: Must be able to hear well enough to communicate with other staff, clients, vendors, etc. Must be able to hear well enough to assess blood pressure manually using a stethoscope
• Standing/Walking: Must be able to move about the office for prolonged periods of time, including up and down stairs
• Climbing/stooping/kneeling: Must be able to stoop or kneel to pick up items, assist parents and children in performing necessary tasks (removing shoes, stepping onto the scale, assuming the correct position for height assessment, etc.)
• Lifting/pulling/pushing: Must be able to lift/carry up to 50 pounds
• Touching/grasping/feeling: Must be able to type and perform technical tasks

Working Conditions: Normal working conditions absent extreme factors

Note: The statements herein are intended to describe the general natures and level of work being performed but are not to be seen

as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.