Referral Coordinator

General Description

The Referral Coordinator plays a crucial role in managing referrals and fostering effective communication with patients, families, and referral sources. This position entails promptly addressing referrals, with a strong emphasis on follow-up and follow-through. In addition to managing incoming calls and maintaining patient satisfaction, the Referral Coordinator is responsible for ensuring referral are delivered promptly and appropriately while delivering exceptional customer service.

AREAS OF RESPONSIBILITY

A successful Referral Coordinator will be able to perform these essential duties and responsibilities. Reasonable accommodations may be made, in accordance with applicable law, to enable individuals with disabilities to perform the essential functions.

The following is a list of essential functions, which may be subject to change at any time and without notice. Management may assign new duties, reassign existing duties, and/or eliminate function(s).

Managing Referrals:

• This includes internal and external referral requests. Ensuring that all referrals are addressed promptly with follow-through while also keeping patients/families informed.
• Following up with patients and referral sources to keep them updated on the scheduling process. Following up to ensure their referral is received.
  
  

Prior Authorizations:

• Ensuring prior authorizations are handled promptly and that follow-through occurs within a timely manner while keeping patients/families informed.
  
  

Customer Service:

• Answer calls timely and promptly.
• Provide exceptional customer service to patients, exhibiting a compassionate and empathetic attitude.
• Address patient concerns, inquiries, and complaints professionally and promptly, striving to meet patient needs and ensure their satisfaction and a smooth registration.
  
  

Patient and Staff Communication:

• Maintaining effective communication with patients, families, and all referral sources to ensure smooth coordination of care.
• Foster effective communication between the care team members to facilitate coordinated team-based care.
  
  

Appointment Scheduling:

• Schedule appointments for patients with healthcare providers based on availability, medical urgency, and patient preferences.
  
  

Documentation:

• Accurately documenting referral information and updates, including patient details, referral requests, authorization processes, and outcomes. This documentation is essential for maintaining patient records and facilitating communication between the care teams.
  
  

Insurance and Authorization:

• Verifying insurance coverage for referrals, obtaining necessary authorizations from insurance companies, and ensuring compliance with insurance requirements to avoid billing issues for patients or the practice.
  
  

Patient Education:

• Providing patients with information about our Company and the care model, including the purpose of the referral, what to expect during appointments, and any necessary preparations or follow-up care.
  
  

Administrative Functions:

• Perform general administrative tasks and support other staff as needed.
• Utilize the company’s software systems to enhance patient care and staff efficiency.
• Must be available during normal work hours (unless previously approved by direct supervisor). Additional hours may be required to complete normal business functions and/or projects.
• Utilize the company’s software systems and update information as required.
• Participate in coaching calls.
• Perform other duties as requested or required, in the sole discretion of the Company