Referral Coordinator I

Referral Coordinator I

The Referral Coordinator I manages diagnostic orders placed by the provider. The Referral Coordinator I is responsible for effectively communicating with patients, providers (internal and external), central scheduling, and insurance companies to ensure continuity of care.

North Shore Community Health's mission is to build healthy communities by providing exceptional care to all.

Healthy People | Vibrant Communities

Accountability:
We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity:
Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy:
Empathy is a deep appreciation for another's situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage:
We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one's behaviors, actions, and thoughts beyond one's comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect: NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment: NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

Essential Duties and Responsibilities:

• Oversee the coordination of diagnostic services.
• Coordinate and schedule appointments for diagnostic services as requested by the ordering provider.
• Collect proper supporting data for diagnostic orders before sending to central scheduling.
• Respond to inquiries as to the status of diagnostic orders and specialty referrals by assessing the request and evaluating the circumstances to provide the correct information.
• Verify insurance and obtain prior authorizations with insurance companies via phone, in writing or electronically.
• Inform patient of appointment date, time, and required documentation needed prior to appointment.
• Provide patient instructions prior to appointment.
• Be the point of contact for hospitals and specialty offices.
• Review work queues on a weekly basis to ensure the patient kept his/her appointment.
• Open and review flags regarding consults
• Document entry in EMR as a non-billable encounter and enter the specialty appointment in the referral template.
• Log any no-shows and flag the ordering provider for follow-up with the patient.
• Provide feedback to manager and/or care team members.
• Direct patient to outside resources when needed as requested by the ordering provider.

Required

Skills and Abilities:

• Demonstrated reliability, good attendance, and positive attitude
• Detail-oriented and thorough with strong follow-up skills
• Willingness and ability to learn new technologies (e.g., Digium/Switchvox phone system, EPIC for medical appointments, Dentrix for dental appointments)
• Warm and professional telephone manner with patience and good memory
• Ability to multi-task and work effectively in a fast-paced environment
• Courteous, efficient, and effective communication with patients and…