PCC CALL CENTER - Referral & Patient Access Coordinator

The Referral & Patient Access Coordinator is responsible for proactively managing inbound patient referrals to improve patient access, increase referral conversion, and support practice growth. This role works referrals through completion by contacting patients, identifying the earliest appropriate appointment availability, conducting follow-up outreach, and helping fill available provider capacity.

The Coordinator works closely with the Call Center Lead, Patient Care Coordinators, Front Office, clinical teams, and providers to resolve referral and scheduling barriers and ensure patients are connected to care as quickly and appropriately as possible. Performance will be measured against established referral conversion, new patient access, and practice growth goals.

Travel may be required to any Chicago ENT/Chicago Sleep Center or affiliated location.

This role will report to the Call Center Lead, with indirect reporting to the Practice Manager.

Primary office location will be Halsted. This position may work from other Chicago ENT/Chicago Sleep Center locations as needed based on operational needs and capacity.

• Manage inbound referrals from receipt through resolution, ensuring referrals are addressed timely and accurately.
• Proactively contact referred patients to schedule appointments and conduct follow-up outreach when patients are not reached or do not initially schedule.
• Review referrals to identify the appropriate provider, location, appointment type, and scheduling requirements.
• Identify the earliest appropriate appointment availability across providers and locations to improve new patient access.
• Monitor provider availability, cancellations, and open appointments to identify opportunities to schedule referred patients sooner and help utilize available capacity.
• Maintain and work referral, waitlist, and short-notice patient lists to support timely scheduling and fill available appointments.
• Track referrals that remain unscheduled and ensure appropriate follow-up is completed before the referral is closed or otherwise dispositioned.
• Identify and resolve scheduling barriers, including missing information, referral requirements, appointment availability, or other issues preventing the patient from being scheduled.
• Coordinate with the Call Center Lead, Patient Care Coordinators, Front Office, clinical teams, and providers as needed to resolve referral and scheduling questions.
• Maintain accurate documentation of referral status, patient outreach, scheduling activity, and outcomes within the appropriate systems.
• Identify trends or barriers affecting referral conversion and patient access and escalates opportunities for improvement to the Call Center Lead.
• Meet established performance expectations related to referral response time, referral conversion, new patient scheduling, patient access, and other assigned metrics.
• Support Call Center functions as needed and as referral workload allows, including assisting with patient calls, scheduling, and other assigned Call Center responsibilities.
• Work closely with Marketing to coordinate referral follow-up efforts and maintain an established referral outreach cadence.
• Other duties as individually assigned.

Performance expectations for this role may include, but are not limited to:

• Referral response time
• Percentage of referrals contacted within established timeframe
• Referral-to-appointment conversion rate
• New patient appointments scheduled from referrals
• New patient appointments completed from referrals
• Average time from referral receipt to scheduled appointment
• Percentage of referrals with completed follow-up and final disposition
• Successful utilization of cancellations and earlier appointment availability for referred patients
• Scheduling accuracy and adherence to established scheduling protocols
• Achievement of established monthly and quarterly referral and new patient access goals

Performance measures and targets may be adjusted based on provider availability, clinical capacity, seasonality, practice needs, and other operational factors.

• High school diploma or equivalent required
• Ability to work within an EMR database and navigate through a Windows environment required
• Strong organizational skills with the ability to manage multiple provider schedules, priorities, and follow-up activities simultaneously
• Strong verbal and written communication skills
• Ability to work…