Patient Referral Representative

Description JOB SUMMARY

The Patient Referral Representative handles processing, follow up and communication to patients for referrals and/or procedure orders that are generated by providers. This position provides services that will support the success of the Medical Center Clinic referrals program.

• Identify self to internal and external customers by wearing identification badge at all times.
• Greet patients with courtesy, respect and a “personal touch”. Answer questions and direct requests appropriately and efficiently.
• Receive and process patient referrals from medical providers for specialty care, lab tests and procedures.
• Accurately and efficiently processes referrals to specialists, hospitals and diagnostic centers in accordance with physician orders ensuring patients are scheduled timely for required services in the most appropriate setting
• Identify appropriate referral resource for service; enter into referral tracking system for specialty appointment.
• Document and monitor status for all referrals through appointment scheduling, patient notified, appointment completion and results received from specialty provider. Make phone calls according to a predefined protocol (48 hours in advance) to all New patients.
• Assist in coordination of referrals to other MCC services.
• Run referral tracking system reports to track open appointments and referrals and to make follow-up appointments as necessary.
• Track referrals in a predefined format, report referral information monthly to VP Operations in a formal meeting.
• Maintain a strong knowledge of MCC services available for New patients.
• Develop a first-hand knowledge of certain procedures (hearing test, colonoscopy, trigger point injections, pain management blocks, etc.). Specific areas for knowledge development will be determined with VP Operations.
• Make phone calls according to a predefined protocol (48 hours in advance) to all New patients after their visit to inquire regarding questions, MCC services and other matters. (
  
  NOTE:
  
  MCC will make New patient satisfaction survey calls outside this position. Results of that survey will directly impact performance evaluations for this position).
• Address New patient complaints through a formal logging system. Look for trends and recommend solutions to consistent issues identified.
• Attend department meetings during and after hours as necessary to ensure proper coordination of services to New patients.
• Special projects as assigned.

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly

• High school diploma or General Educational Development (GED) equivalency. BS or BA degree preferred.
• One year of experience in customer service with medical office experience highly preferred. Bachelor's Degree may be substituted in lieu of experience.

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Ability to learn quickly and adapt to rapidly changing environments.
• Must have working knowledge of a variety of computer software applications in word processing, spreadsheets, database, presentation software (MSWord, Excel, Access, PowerPoint), Outlook, and internet and the ability to quickly learn New applications.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not…