Job Description

ECU Health

About ECU Health Physicians
ECU Health Physicians is multi-specialty group with over 600 providers in more than 140 primary and specialty clinics across more than 110 locations in eastern North Carolina.
Position Summary

This position is responsible for coordinating referral requests for specialty and primary care services received from physicians throughout eastern North Carolina. This position provides assistance and support to Physician Outreach and Market Development team members. This person will act as a liaison between patients, providers and team members for patient referrals and follow up needs.
Responsibilities

Operational Management

• Manage incoming referrals received via secure fax, direct message, P2P/EClinical Works, ECU Health Connect.
• Schedule appointment for specialty physicians' serves and diagnostic testing at the request of regional physicians.
• Provide clear communication with clinics and patients regarding status of referrals, including but not limited to pending status, additional requested information, and scheduled appointment information.
• Communicate to clinic staff any needed information to schedule appointments.
• Work with primary care and specialty office staff to ensure referral processing and met and communicated appropriately.
• Call all patients with scheduled appointment information and verify demographics to send patients' letters, maps, ECU Health MyChart, etc.
• Track referrals by monitoring outstanding referrals and follow ups as well as escalating referrals to management as necessary for optimizing operation follow up to perform referral follow up duties as needed to close/schedule referrals.
• Follow up on referrals that lack communication on appointments.
• Create and facilitate referrals and patient information i.e. demographics, insurance, authorization, emergency contact, etc. in Epic to assure all parties have accurate information for patients medical records.
• Provide input and recommendations for process improvement with the center, referring office, and specialty office.
• Fax referral forms and patient records to providers.
• Routinely make reminder phone calls and send mail to remind patients of their appointment, directions, additional information, etc.
• Team Coordination and Collaboration
• Attend Meeting and Trainings while providing important information on meeting agenda.
• Demonstrate and uphold ICEAST: Integrity, Compassion, Education, Accountability, Safety, and teamwork at all times when interacting with patients, physicians, leadership, and all team members.
• Achieve and/or exceed department and individual productivity standards set within the department and organization.
• Perform status checks for outreach and referring offices and communicate with the entire department to provide coordination and collaboration.

Customer Service

• Answer phones by the second ring and provide solutions to handle and resolve customer questions.
• Achieve best practices with referral workflows, processes, and procedures.
• Provide excellent customer service opportunities to physicians, patients, and team members.

Compliance and Privacy

• Ensures that policies and procedures regarding corporate compliance and privacy of patient and employee information are observed.
• Personally models professional confidentiality and discretion in all communications and exchanges of information.
• Communicate effectively with patients as needed to schedule appointments. Record and provide appropriate documentation in the patient's medical record, while ensuring HIPAA regulations are met for each patient.
• Maintain confidentiality when working with medical information that contains patient information.

Values and Leadership Competencies

• Demonstrates a visible working style, acts in a manner that is consistent with and shows commitment to the values and competencies.

Minimum Requirements

• Associate Degree- or higher.
• Zero to two years related experience

Other Information

Schedule
M-F, 8-5PM
General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.
Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.
We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant's qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.