referral coordinator - Pensacola, FL , USA, United States - West Florida Medical Center Clinic PA

    West Florida Medical Center Clinic PA
    West Florida Medical Center Clinic PA Pensacola, FL , USA, United States

    1 month ago

    Default job background
    Description
    JOB SUMMARY

    The Referral Coordinator 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.

    ESSENTIAL DUTIES AND RESPONSIBILITIES
    • 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.
    Requirements

    EDUCATION/EXPERIENCE REQUIREMENTS
    • 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 maybe substituted in lieu of experience.
    KNOWLEDGE, SKILLS AND ABILITIES
    • 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 interrupting at inappropriate times.
    • Professional demeanor and recognition of privacy considerations for patients and families.
    PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
    • Strength (Lift/Carry/Push/Pull): Medium (exerting up to 10 pounds of force occasionally)
    • Standing/Walking: Occasionally; activity exists up to 1⁄4 of the time
    • Keyboarding/Dexterity: Frequently; activity exists from &fac34; of the time
    • Ability to look at a computer screen for extended periods.
    • Ability to perform constant repetitive hands and finger motions.
    • Ability to work in various positions (standing, sitting, bending, walking, holding, stooping, and kneeling) for extended periods of time.
    • Talking (Must be able to effectively communicate verbally): Yes
    • Seeing: Yes
    • Hearing: Yes
    WORK ENVIRONMENT
    • Office environment.
    • Exposed to frequent and constant interruptions in daily functions/schedule.
    • Must be available to customers and staff throughout the day.
    • May be required to work extended hours to meet department needs