Referral Coordinator I

Description

Position Overview

The Referral Coordinator I manages diagnostic orders placed by the provider.  The Referral Coordinator I is responsible for effectively communicating with patients, providers (internal and external), central scheduling, and insurance companies to ensure continuity of care. 

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.

As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.

We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Essential Duties and  Responsibilities

1. Oversee the coordination of diagnostic services.

2. Coordinate and schedule appointments for diagnostic services as requested by the ordering provider. 

3. Collect proper supporting data for diagnostic orders before sending to central scheduling. 

4. Respond to inquiries as to the status of diagnostic orders and specialty referrals by assessing the request and evaluating the circumstances to provide the correct information. 

5. Verify insurance and obtain prior authorizations with insurance companies via phone, in writing or electronically. 

6. Inform patient of appointment date, time, and required documentation needed prior to appointment. 

7. Provide patient instructions prior to appointment. 

8. Be the point of contact for hospitals and specialty offices.

9. Review work queues on a weekly basis to ensure the patient kept his/her appointment.

10. Open and review flags regarding consults

11. Document entry in EMR as a non-billable encounter and enter the specialty appointment in the referral template.

12. Log any no-shows and flag the ordering provider for follow-up with the patient.

13. Provide feedback to manager and/or care team members. 

14. Direct patient to outside resources when needed as requested by the ordering provider. 

Requirements

Required Skills and Abilities:

· Demonstrated reliability, good attendance, and positive attitude

· Detail-oriented and thorough with strong follow-up skills

· Willingness and ability to learn new technologies (e.g., Digium/Switchvox phone system, EPIC for medical appointments, Dentrix for dental appointments)

· Warm and professional telephone manner with patience and good memory

· Ability to multi-task and work effectively in a fast-paced environment

· Courteous, efficient, and effective communication with patients and colleagues

· Strong interpersonal and communication skills

· Competency with Microsoft Office Suite; experience with EPIC is a plus

· Ability to maintain strict adherence to confidentiality policies

· Commitment to incorporating North Shore Community Health’s mission and values into daily activities

· Flexibility regarding work assignments

Education &  Experience 

· High School diploma or equivalent

· Minimum of two (2) years of customer service experience, preferably in a medical or office setting

· Bilingual in Spanish/Portuguese and English preferred

Work Environment  Conditions 

· Clinic, urgent care, mobile unit, telehealth, etc.

· Potential exposure to infectious diseases 

· This position operates in a professional, fast-paced, and collaborative environment.

· Regular interaction with colleagues, supervisors, and/or clients occurs in person, by phone, and via digital communication platforms.

· Standard office hours apply, with occasional flexibility required to meet deadlines, attend meetings, or respond to organizational needs.

· Work may require sitting or standing for extended periods, using computers and other standard office equipment.

· Employees are expected to follow all organizational policies and procedures, including those related to safety, confidentiality, and ethical conduct.

Physical  Requirements

· Frequent standing, lifting, and assisting with patient transfers (particularly relevant for nursing and technical roles) 

· Occasional lifting of materials (e.g., boxes, equipment) weighing up to 50 pounds 

·  Ability to sit or stand at a desk for extended periods, with consistent use of computers and telephones 

· May be required to travel to multiple sites within a single day 

As a health center, NSCH ensures that all employees comply with the annual requirements for vaccinations and health screenings. All employees must be vaccinated against COVID-19 as a condition of their employment unless they have been granted a religious or medical exception. Proof of COVID-19 vaccination must be provided, and prospective employees must be vaccinated before their first day of employment, submitting their vaccination record and pre-hire paperwork. If you need to request an exemption from the vaccine requirement or have any inquiries regarding this policy, please get in touch with the Human Resources Department at hr@nschi.org.

At North Shore Community Health, our commitment lies in fostering a diverse workforce. If you're enthusiastic about this position but feel that your previous experience is not fully aligned with the requirement in the job description, we still encourage you to apply! Your skills could be a great fit for this role or other opportunities within North Shore Community Health.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s coastal charm just thirty minutes outside of Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.

For Information Please Contact:

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org