Referral Coordinator

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Company: Oak Street Health

Location: Remote

Role

Description:

The Referral Coordinator is a vital part of the Patient Experience & Service Operations (PXSO) and delivers an unmatched patient experience. This role is responsible for managing the day-to-day referrals and diagnostic orders for Oak Street Health patients to see specialist providers. This role interacts with center teams and payer partners to ensure patients are able to access needed care in a timely manner.

• Responsible for processing referrals and diagnostic orders
• Update patient information and make necessary updates/changes in electronic medical record
• Communicate referral and authorization information to patients
• Obtain required authorization for all third‑party requests
• Request medical records, submit clinical documents, and upload documents into the electronic medical record platform
• Assemble information concerning the patient's clinical background and referral needs
• Responsible for access to and information in multiple payer portals
• Navigate and produce results in multiple electronic platforms
• Verify non-preferred specialists and facilities for all referrals
• Contribute to the quality of the OSH Specialty Finder by appropriately submitting necessary changes
• Support collaboration with OSH field teams through the Alfred Line and Care Reqs
• Interact professionally with internal and external partners and customers
• Meet standard performance metrics
• Meet quality standards
• Other duties as assigned

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
  • Call center/home office locations:
    Downers Grove, IL;
    Chicago, IL;
    Charlotte, NC
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

• A minimum tenure of 6 months in the Referral Coordinator I role
• Consistently demonstrates strong problem‑solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Meet "Exceptional" performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
  • Average Handle Time for responsibilities such as call management
  • Unavailable time
  • Quality Metrics
  • Schedule Adherence (adhering to your assigned work schedule set by your supervisor based on business needs [shift arrival and departure times, and assigned lunch/break times])
  • Care Req responsiveness
• Demonstrate proven reliability and satisfactory attendance

• High School diploma or equivalent required
• 1 year of general office administrative experience
• Experience with processing referrals is preferred
• Flexible…