Referral Coordinator, Continence Care

Referral Coordinator, Continence Care

Location:

Coral Springs, FL, US;
Country/Region:
United Kingdom. Job Family:
Sales.

Responsible for creation and processing of referrals from HCPs and other referral sources into the CM database for order confirmations and shipment. Duties include validation of medical files, scanning them into customer accounts within the database, and verifying patients' insurance benefits by contacting insurance companies and documenting accounts accordingly.

• Process leads from external departments to complete the necessary documentation within the CM database.
• Organize and update customer records by reviewing and validating relevant information received about customers and loading it into the database.
• Complete inbound and outbound telephone calls in response to referrals as documented on the correspondence or HCP referral.
• Verify medical insurance benefits for new and existing patients, including those with changes in insurance and reactivated patients.
• Record a brief and clear summary of insurance information received from the insurance carrier in each account.
• Review each medical record for missing documentation; check physician's notes for appropriate diagnosis to justify Comfort Medical's service; verify that the correct person has signed all paperwork such as physician's orders and other documentation requiring signature.
• Ensure corrective actions for deficient documentation and missing signatures are received and filed within the required period.
• Ensure accuracy of components within the files and scan them into the system when applicable.
• Research and resolve issues regarding a customer's order; communicate with HCPs and insurance to gather relevant information and report outcomes to appropriate stakeholders.
• Update all pertinent records in the company database using Corporate Compliance Guidelines.
• Maintain effective knowledge of policies, procedures, and skills required to complete job duties.
• Exceed quality and quantity performance standards.
• Establish and maintain effective working relationships with customers and co‑workers.
• Demonstrate skilled typing ability and knowledge of personal computers, hardware, software (e.g., Microsoft Office Suite), and related applications and systems.
• Support the Department’s Leadership Team in achieving departmental goals through task completion and continued training.
• Maintain flexibility in scheduling to meet changing business requirements, including nights and weekends.
• Follow good housekeeping and quality procedures.
• Follow and observe all safety practices.
• Set a positive example for co‑workers by observing and adhering to all departmental and corporate policies and procedures.
• Occasionally, high performers or employees demonstrating superior productivity may be asked to engage in overtime.
• Act in accordance with the highest ethical and professional standards; comply with applicable laws, regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
• Perform other job duties as assigned.

• Ensure timely and accurate data entry into the CM database.
• Verify completeness and correctness of customer and medical records.
• Maintain proactive communication with client and internal stakeholders.
• Adhere to compliance and quality standards in all activities.
• Support continuous improvement of processes and procedures.
• Stay current on industry regulations and best practices.
• Demonstrate ownership and accountability in all responsibilities.

• High school diploma or equivalent.
• Minimum of one-year experience in a contact center.
• English/Spanish bilingual preferred.
• Willingness to engage in telephone direct sales.
• Ability to take initiative and work independently.

• Ability to interpret instructions and guidelines to make decisions and take necessary actions.
• Ability to follow complex instructions and guidelines to specific problems arising in the work area.
• Ability to navigate between different computer systems.
• Ability to apply instructions and/or guidelines as appropriate in the performance of duties.
• Ability to maintain composure during…