Referral Coordinator

Schedule - Shift Regular Full Time - Day Shift

Responsible for supporting a coordinated process where incoming referrals are scheduled in an efficient and timely manner; and the patients receive timely access to specialty services. Serve as the communication liaison between Orthopedic One and referring offices. When deemed a higher priority, takes scheduling calls from inbound queue or answers the main switchboard.

• Process incoming referrals following department policies and procedures.
• Ensure referrals are processed the same business day they are received or no later than 24 hours from receipt.
• Call referred patients and schedule patient appointments with appropriate physician following physician protocols.
• Document all scheduling attempts and report results to Supervisor, Scheduling.
• Follow through to resolution with referring provider office regarding communication with referred patients. Manage all communication between Orthopedic One and the referring office about the patient’s referral status.
• Answer calls from busy scheduling queue to set appointments.
• Use physician protocols, insurance participation information, and patient preference to determine most appropriate approach to schedule patients.
• Call patients to reschedule appointments as assigned.
• Utilize the appropriate screening tools to accurately schedule internally referred patients for MRI appointments.

• Seeks out assignments, added duties, or opportunities to learn when assigned work is complete, as patient census or workload permits, or to otherwise fill down time productively.
• Proposes new ideas, makes suggestions, and seeks opportunities to improve processes or workflow through appropriate channels.
• Attempts to problem solve when assigned work is disrupted, equipment is down, etc. before involving supervisor.

• Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision. Works cooperatively and refrains from participating in negative conversations. Shares knowledge and insights with co-workers in a constructive manner. Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers. Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.

• Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents. Provides assistance and support to leadership in implementing policies and procedures as necessary. Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

High School Diploma or equivalent required. Prior scheduling experience in a medical office setting preferred. Prior orthopedic or sports medicine experience desired. Customer service experience and basic computer skills required.

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Job Category Patient Services/Scheduling
Locations:
Westerville, Gahanna, Upper Arlington, OH, United States