Referral Coordinator | UF Patient Access Center | Days | Full-Time

Summary:

This position is responsible for processing referral requests for all providers practicing within the clinic module and ensuring that when needed, referral/authorization numbers are obtained for these services.

Competencies:

Hospitality:

• This domain incorporates the company value, "Caring."

• Employees are exhibiting hospitality when they are acting as hosts and are creating a welcoming, warm, and safe environment for patients, visitors, customers, and co- workers.

• Standards of Behavior in this domain include: First Impressions, Etiquette in Shared Spaces, Way-Finding, Patient & Customer Interaction, AIDET Communication, Patient Wait Times, Noise Levels, Patient & Visitor Problem-Solving.

Communication:

• Recognizes the need to make the exchange of critical information in a warm, welcoming and attentive manner. Make a personal connection that leads to excellent patient care and a positive experience for all customers.

• Practices all applicable items on the Hospitality Checklist at https://bridge.ufhealthorg/hospitality/resources/

• Achieves: Respects the patient's rights to privacy and confidentiality. Does not discuss patient care/employee information in public areas; maintains patient/employee information in a secure location. Actively listens to customers; insures customers understand both verbal and written communication. Uses appropriate body language and is hospitable in both oral and written communication.

• Exceeds: Is a role model in exhibiting all aspects of the communication standards on the hospitality checklist. The employee is acknowledged frequently for observable actions in his/her communications to customers. Maintains composure and provides compassion and empathy even when faced with hostility from others and/or other stressful conditions and anticipates customers' need for follow-up communication.

Teamwork:

• Works cooperatively with co-workers, volunteers, medical staff and other team members to achieve goals.

• Practices all applicable items on the Hospitality Checklist at https://bridge.ufhealth.org/hospitality/resources/

• Achieves: Helps and supports others in their efforts to solve customer problems and accomplish UF Health's goals, including patient/customer transition to next point of contact; listens to the concerns of the team, and communicates appropriately; shares information and own expertise with others to help others accomplish group goals; gives credit and recognition to others who have contributed to the team; supports and acts in accordance with final group decisions even when such decisions may not entirely reflect one's own position. Maintains respectful interactions with team members and treats colleagues with courtesy and respect. Recognizes coworker's accomplishments and acknowledges their successes on behalf of the team. Manage-up co-workers' contributions to the team.

• Exceeds: Helps to keep levels of team performance and morale high even during periods of intense pressure and high work volume; looks for alternative ways to work with others that will create better results and working relationships; solicits a diversity of perspectives on issues and uses ideas contributed by team members to shape decisions; breaks down barriers or organizational boundaries to ensure team's success. Is seen by co-workers as a role model in improving the appearance of the immediate work site as well as improving the appearance of the facilities outside of the immediate work site.

Professionalism/Responsibility:

• This domain incorporates the company values, "Integrity," "Quality," and "Accountability."

• Employees are exhibiting professionalism and responsibility when they act as ambassadors of UF Health and ensure that their integrity, appearance, work environment, and quality of work improve patient and customer perceptions, and UF Health's reputation.

• Standards of Behavior in this domain include Personal Responsibility, Physical Appearance & Presentation, and Appearance & Maintenance of Work Areas.

Responsibilities:

• Attends Referral training class and various referral system training classes within 1st month of employment. Attends and actively listens and participates in the regularly scheduled Referral Coordinator meeting. Remains current on referral policies and procedures, payer requirements and Managed Care Matrix utilizing the various on-line resources.

• Processes referrals for services requested by Providers within established guidelines.

• Obtains authorizations for referrals and schedules appointments as appropriate and within required timeframes. Coordinates appointment date, time and location with patients.

• Processes requests for additional referrals/authorizations when requested by providers.

• Assures referrals are maintained within appropriate network or payer requirement.

• Communicates with all stakeholders, staff, providers, payers and patients as appropriate and per procedure.

• Documents required information into the appropriate systems.

• Provides a standard of excellence as it relates to customer service for patients, staff members, and other customers.

Qualifications:

• Experience Requirements:
• 2 years - Diagnosis and Procedural coding - preferred
• 2 years - Experience in the field or in a related area - required 2 years - Customer service - required
• 2 years - Third party payers (insurance carriers) using commonly used concepts, practices and procedures in the field - required

• Preferred Experience:
• Computer experience - preferred

• Education:
• High School Diploma or GED equivalent - required
• Certificate Medical Terminology - preferred

• Travel:
• Up to 10%

UFJPI is an Equal Opportunity Employer and a Drug-Free Workplace.