Referrals Coordinator

Summary
The referral assistant is responsible managing referrals and new patient appointments for the DAWM providers. Working with the referral dept. team members to balance workload from the several ways referrals come into DAWM. Provides customer service to all new patients and referring offices through the phone system and other electronic referrals systems.

Supervisory Responsibility
This position has no supervision responsibilities

Essential Functions

1. Reviews incoming referrals and either accepts or denies the referral (fax or GLHC)
2. Speaks appropriately to patients and physician offices via multiline phone system. 
3. Enters and confirms complete and accurate demographic and insurance information in the PM system according to current policies and procedures. Uploads all documents to the patient’s electronic medical record.
4. Schedules/reschedules/communicates with patients on a timely basis.
5. Manages and tracks all existing referrals by keeping them organized, checking to see if they have been scheduled or rescheduled, and communicating necessary information to the referring provider.
6. Works with the Medical Records team on sending provider referral letters after the patient has been seen.
7. Works with provider and clinical staff to meet a patient’s specific needs (some ailments or diseases may need immediate attention rather than first available.)
8. Performs related duties as assigned.

Performance Requirements:

Knowledge:

1. Knowledge of medical practice protocols related to appointment scheduling
2. Knowledge of medical dermatology terminology for interpreting physician instructions and patient needs.
3. Knowledge of confidentiality requirements related to patient information.
4. Knowledge of administrative processes, and procedures.

Skills:

1. Skill to continuously operate fax/copy machine, electronic medical records, and multiline phone system.
2. Must possess a high degree of organizational and communication skills.
3. Must possess excellent customer service skills.
4. Organization, flexibility, problem-solving, and detail oriented.

Abilities:

1. Ability to work well under pressure, handle periodic stress from managing many calls and dealing with patient requests and work independently with minimal supervision.
2. Ability to collaborate with all levels of clinicians and staff to meet needs.
3. Ability to prevent, calm, and/or defuse irate callers and patients working with them to identify concerns and properly direct calls.
4. Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.

Physical/Mental Demands

This role is mostly sedentary, but may require the employee to do some walking, bending and reaching. Repetitive use of computer may lead to nerve damage without ergonomic measures. Occasionally stress from dealing with patients with appointment issues. This role also requires the ability to speak and hear clearly. This role requires the ability to sit and work on a computer for long periods of time

Required Education and Experience

At least a High School Diploma or GED; Associate degree preferred. Minimum three to five years of scheduling experience, preferably in a dermatology medical practice.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Location

Grand Rapids, MI

Department

65290 (Front Office)

Employment Type

1.0 FTE

Minimum Experience