Referral Coordinator

Location

Secaucus, NJ

353177

Corporate - Customer Service

Full Time

Jeffrey Juhas

The Referrals Coordinator has primary responsibility to ensure colleagues understand and can apply the knowledge of departmental processes and serves as the first line resource for questions. This position works closely with physicians, employers and payers, placing customer service as a top priority to achieve a positive impact on the cost and quality of care rendered to the injured employee, in accordance with Concentra policies, procedures and applicable regulations.

• Responds timely to Referral Management Coordinator process and procedure inquiries and acts as the first line of guidance on case level issues.
• Creates and distributes the day's plan of action to the team.
• Leads daily huddles to deliver pertinent information to the team.
• Communicates, monitors and boosts team morale by creating opportunities for team engagement.
• Provides training and development of new hires along with one‑on‑one mentoring for all colleagues.
• Reports colleague performance deficiencies to supervisor; providing appropriate supporting documentation.
• Prepares response for all Specialist miscellaneous referral external inquiries.
• Reviews Specialist Capture report for and ensures accuracy. Uses report to identify trends and reports opportunities to improve Specialist capture to leadership and CAS Team.
• Obtains authorization for referrals and schedules appointments for priority or escalated referrals.
• Provides coverage for other markets and centers upon request.
• Records all appropriate information via OA/CR module of Occu Source per Concentra policy.
• Provides all necessary information such as medical records, prescriptions, etc. to payer.
• Provides special treatment and services for selected customers.
• Handles calls according to the call guidelines of the department.
• Communicates with all stakeholders, payers, employers and patients as appropriate.
• Builds relationships with provider and payer communities.
• Participates in quality assurance processes including but not limited to the audit program, case reviews and training sessions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education / Credentials:

• Associate’s or Bachelor’s degree preferred.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Outlook.
• Proficiency with scheduling / insurance verification software.

Job‑Related

Experience:

• Minimum of 1 year experience as a Referral Coordinator with Concentra or equivalent.
• Previous people management experience preferred.

Job‑Related Skills /

Competencies:

• Excellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organization.
• Must display proper business etiquette and be skilled in the arts of diplomacy and tact.
• Excellent time management skills including the ability to multitask and prioritize in a fast‑paced environment.
• Attention to detail.
• Ability to give direction and build positive morale.
• Exemplary decision making and problem solving skills.
• Ability to build and maintain productive business relationships.

Working Conditions / Physical Demands:

• Office environment.
• This position requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.

• 401(k) with Employer Match.
• Medical / Vision / Prescription / Dental Plans.
• Life Insurance / Disability.
• Paid Time Off.
• Colleague Referral Bonus Program.

This position is eligible to earn a base compensation rate in the range of $23.21 to $27.93 per hour, depending on job‑related factors as permitted by applicable law, such as level of experience, geographic location where the work is performed, and/or seniority.

Concentra is an Equal Opportunity Employer, including disability/veterans.