Referral Agent - SPMG Administration; Per Diem

Overview

The Referral Agent is primarily responsible for all activities relating to the successful, seamless, patient-oriented, and timely scheduling of referrals and appointments within St. Peter’s Health Medical Group (SPHMG), according to established criteria, templates, and protocols. The Referral Agent provides the first impression of the organization and ensures optimum internal and external customer satisfaction while answering calls, obtaining patient demographics, and third-party information with a high degree of accuracy.

Works collaboratively with care teams, other departments, and SPHMG Service lines to maximize clinic schedules and ensure full integration of scheduling/registration functions. Provides patients with basic instructions such as preparation for visit, directions, arrival times, information to bring to visit, expectations for payment, and other key information to ensure a successful patient experience. This position requires excellent customer service skills, both written and oral, with the ability to communicate effectively in person or over the phone.

Assists with other duties as assigned.

• Answer calls, obtain patient demographics and third-party information with a high degree of accuracy.
• Schedule referrals and appointments according to established criteria, templates, and protocols.
• Provide the first impression of the organization and ensure optimum internal and external customer satisfaction.
• Collaborate with care teams and other departments to ensure full integration of scheduling/registration functions.
• Collaborate with SPHMG Service lines to maximize clinic schedules.
• Provide patients with instructions for visit preparation, directions, arrival times, items to bring, and information to manage expectations for payment and other aspects of the visit.
• Assist with other duties as assigned.

• High school graduate, HiSET or GED preferred.
• 1-2 years of hospital admissions or physician's office experience preferred, or 1+ years of professional work experience required.
• Experience in customer service or scheduling in a healthcare setting preferred.
• Medical terminology preferred.
• Interpersonal skills necessary to communicate effectively and efficiently in a courteous and considerate manner.
• Impeccable personal honesty, integrity and confidentiality are essential.

High school education, HiSET or GED equivalent preferred.

None.

• Demonstrated ability to communicate in a professional and courteous manner with all customers.
• Demonstrated ability to effectively complete assigned work while experiencing multiple interruptions.
• Demonstrated ability to manage complex and multiple tasks within the assigned time period and the ability to be flexible as the workload demands and to work with a variety of personnel.
• Demonstrated ability to work independently with minimal direction, perform detailed assignments, and compile information with accuracy.
• Ability to deal with multiple stressors, deadlines, and difficult situations while meeting patient needs and providing superior customer service to all.
• Ability to work as a team player.

This position is eligible for hybrid-remote/onsite work with initial onsite training period required and periodic onsite presence required. Schedule flexibility (morning/evening/weekend hours).