Contact Center/Referral Specialist

Job Title: Contact Center Referral Specialist

SUMMARY

We are looking for a Referral Specialist to join our growing contact center team. An ideal candidate for this role is someone with strong communication and computer skills who can create a positive first impression by showing patients that we provide unsurpassed care right from the start.

The Referral Specialist will serve as primary referral personnel to provide a positive first contact to EyeCare Partners while projecting a professional telephone image through phone interaction. The Referral Specialist will demonstrate sensitivity to patient's needs and Patient Privacy Act, as well as demonstrate superior telephone and interpersonal skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist patients in scheduling of appointments based on individual needs and physician's schedules while working closely with other departments and external physician's offices to ensure smooth patient flow, including checking patient eligibility
• Handles all incoming and outgoing local referral networks and paper/faxed referrals while coordinating help from Patient Relations team members when needed.
• While incoming and outgoing referrals are the Referral Specialists primary responsibility, the Referral Specialist acts as backup to the Contact Center as needed. As determined by the Supervisor of Referrals or the Patient Relations Manager, the Referral Specialist will promptly answer, screen, and process calls to appropriate person(s) and/or department per protocol while determining management of emergent calls in accordance with company policy.
• Maintain patient chart demographics and Patient Portal for EMR software.
• Respond to Live Chat and Cataract Self-Test inquiries.
• Reply to and compose emails to team members as necessary.
• Work cooperatively with the Patient Relations Team to accomplish the goals of the department.
• Work closely with provider liaison to establish and guarantee successful and efficient relationships with referring providers and offices.
• Assist in Referral Department reporting and perform special projects and other duties as assigned.
• Regular and recurrent predictable attendance is expected
• Runs real time eligibility queries upon scheduling
• Achieves and maintains performance to the following KPI's / success factors
• Incoming referral productivity: 23 referrals per day
• Referral request turnaround: 1 day
• Patient Satisfaction Rate: 0NPS
• Answer calls and (other communication platforms) 1 minute 85%
• Call Quality Audits: 80%

QUALIFICATIONS

• Knowledge of EMR software plus typing skills at 50 wpm, basic computer skills that include a combination of experience in Windows Operating System, Microsoft Office, e-mail, and data entry.
• Ability to understand payor referral requirements to allow appropriate reimbursement
• Ability to cogently communicate payor requirements and requisite information to referring providers
• Professional verbal and written communication skills in a customer service setting.
• Well organized with the ability to maintain accuracy and confidentiality.
• Decision Making: Common decisions made in the job and the level of review or autonomy needed to finalize such decisions.
• Ability to handle multiple tasks with excellent problem-solving skills.

EDUCATION AND/OR EXPERIENCE

• High school diploma/GED with 1 to 3 years of medical office experience.
• Demonstrates excellent customer service skills.
• A combination of experience in Windows Operating System, Microsoft Office, e-mail, and data entry.

LICENSES AND CREDENTIALS

• Minimum Required: None

SYSTEMS AND TECHNOLOGY

• Proficient in Microsoft Excel, Word, PowerPoint, Outlook

Physical Requirements: Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is regularly required to stand and walk and sometimes sit; use hands to type, handle, or feel objects or controls; reach with hands and arms; and talk or hear.
• Regular attendance is a necessary and essential function

NOTE: Job descriptions are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Nothing in this job description restricts management right to assign or reassign duties and responsibilities to this job at any time.