Referrals Coordinator

Job Summary

This position is responsible for answering new patient phone calls and scheduling new patient appointments. 

Duties /Responsibilities

Scheduling New Patients Without a Referral:
•    Optimize patient satisfaction by answering the phone with a kind greeting and providing excellent customer service to every patient that calls into the office. All patients must be brought up by date of birth.
•    Enhances practice reputation by accepting ownership for accomplishing new and different requests.
•    If the call is regarding a new OV that does not require a referral, scheduling that patient at an appropriate time by viewing the schedule. 
o    Ensure not to schedule multiple new office visits back-to-back
o    Ensure all E/D appointments match and are on the correct day/location
o    Always bring up patients’ chart and check sticky notes
o    Obtain and enter accurate demographic information into computer system (address, telephone number, insurance, PCP, etc.).
o    review appointment date, time, location, and provider name with caller when scheduling is complete.
o    Inform caller of items to bring to appointment (including insurance card, office visit fee, imaging, etc.).
•    Protect patient rights by maintaining confidentiality of personal and financial information
•    Set up patient portal as appropriate.
•    Answer patient questions- avoid making up answers, giving incorrect information. Always find the correct party to help if unsure of how to answer a question.
•    Use sound judgement in handling calls, especially with upset patients.
•    Create self-pay quote for new self-pay patients and advise patient about deposit due at check in.
Scheduling New Patient Referrals:
•    Process referrals in order of receipt unless marked urgent or stat
•    Labeling all faxes with pt name, DOB and “referral”
•    Create the patient’s chart ensuring insurance is active.
•    Link referral to the patient’s chart.
•    Call patient to schedule appointment.
•    If the patient does not answer, leave good notes in sticky and leave the patient a voicemail to call back when ready to schedule. 

Department Responsibilities:
•    Ensure all voicemails and checked and responded to in a timely manner. 
•    Ensure all aspects of the job are completed daily between the schedulers. 
Required Skills / Abilities
Knowledge:
•    Knowledge of practice policies and procedures.
•    Knowledge of grammar, spelling, and punctuation to communicate effectively.
•    Knowledge of EHR and Microsoft Office programs.
Skills:
•    Skill in written and verbal communication.
•    Skill in de-escalation. 
•    Skill in scheduling patients appropriately

Abilities:
•    Ability to work effectively as a team member with physicians and other staff.
•    Ability to sort and file faxes correctly by department.
•    Ability to flexibly respond to changing demands.
•    Ability to organize and prioritize tasks effectively.
•    Ability to communicate clearly.
•    Ability to work with little supervision.
•    Ability to establish and maintain effective working relationships with patients, employees, and the public.
•    Ability to work in a fast-paced environment.
Education / Experience
•    HIGH SCHOOL EDUCATION OR GED EQUIVALENT
•    TWO YEARS’ EXPERIENCE IN A MEDICAL OFFICE (PREFERRED)
•    EXPERIENCE USING EMR PREFERRED.
•    EXPERIENCE WITH SCHEDULING.
Physical Requirements / Mental Requirements / Work Environment
Work environment is fast paced but professional and friendly. Work requires movement throughout the office, sitting for periods of time, stooping, bending, and stretching for files and supplies.  Employee will occasionally be asked to lift files or equipment weighing up to 30 pounds.  Position requires manual dexterity sufficient to operate a keyboard, a computer, telephone, calculator, copier. Vision must be correctable to 20/20 and must demonstrate adequate hearing for telephone contacts. It is necessary to view and type on computer screens for long periods and to work under stressful or urgent situations with high concentration and energy level. Employee will be exposed to bodily fluids on a regular basis. Employee may have exposure to communicable diseases, toxic substances, and other conditions common to a clinic environment. Work is performed in an office environment. The employee must be comfortable communicating with patients regarding money. Interaction with others is constant and may be interruptive.  Contact involves dealing with sick individuals in addition to patients suffering from communication disorders.