Referral Coordinator

Job Title:
Referral Coordinator
Department: Specialty Operations
Reports To: Specialty Operations Director
FLSA Status: Non-Exempt

The Referral Coordinator is responsible for managing incoming specialty referrals from outside dental providers who refer patients to Plum Dental specialists. This role focuses on coordinating referrals for Oral Surgery, Endodontics, Periodontics, Orthodontics, Prosthodontics, and Pediatric Dentistry.

As the primary point of contact for referring offices, the Referral Coordinator ensures new patients move smoothly into Plum Dental care. This includes receiving and reviewing referral information, scheduling patients with the right specialist and location, and keeping the referring provider updated on their patient’s status and treatment. This role plays a critical part in growing specialty patient volume, reducing referral drop-off, and building strong relationships with the outside practices that refer to Plum Dental.

• Monitor incoming specialty referrals from outside providers daily, received by email, phone, or online form.
• Review each referral for completeness and flag urgent cases (pain, infection, trauma) for priority scheduling.
• Proactively contact referred patients to schedule specialty appointments and encourage timely follow-through.
• Ensure all referral documentation needed for the consultation appointment is uploaded into Care Stack before the visit.
• Coordinate between referring offices and Plum specialty offices to schedule patients with the right specialist and location.
• Follow up with patients who have not scheduled or completed their specialty appointment.
• Maintain accurate referral records and appointment status throughout the referral process.
• Document all patient outreach and scheduling activity within company systems.
• Serve as the primary point of contact for referred patients throughout the specialty referral process.
• Complete new patient registration and collect medical history and intake forms before the first visit.
• Verify insurance eligibility and confirm whether Plum Dental is in-network for the patient’s plan.
• Provide patients with appointment details, office location, and instructions related to their specialty visit.
• Answer patient questions regarding referral status, scheduling, insurance, and next steps.
• Help identify and resolve barriers that may prevent patients from completing recommended specialty treatment.
• Deliver compassionate, professional customer service while creating a positive patient experience.

• Serve as the primary point of contact for outside referring offices.
• Request and obtain clinical notes, radiographs, and supporting documentation from referring offices when referrals are incomplete.
• Send consultation notes, treatment plans, and completion reports back to the referring provider to close the loop.
• Keep referring offices updated on patient scheduling and treatment status.
• Build and maintain positive relationships with referring offices and support outreach efforts to grow referrals.
• Assist in resolving insurance or scheduling issues that may delay patient care.

• Use the referral tracker to monitor referral status and prioritize patient outreach.
• Update referral progress from Not Seen to Scheduled to Converted to maintain accurate reporting.
• Track referral volume by referring office and specialty, and identify trends impacting appointment completion.
• Share referral performance updates and opportunities for improvement with Specialty Operations.
• Support initiatives designed to improve referral conversion rates and patient access to specialty care.
• All other duties as…