Hours: 7-3:30, 8-4:30, 8:30-5, 9-5:30 and 10:30-7.
Job Focus: Within a team based organizational structure and following departmental/specialty processes, the referral specialist acts as the central point of contact for all medical office activity related to patient referrals for a specific specialty. Apply substantial knowledge of medical practices and terminology to critically evaluate all incoming referrals and oversee the coordination and scheduling of all patient ambulatory referrals for the appropriate specialty. Serve as the main contact for all new patient referrals and serve as the principal source of new patient scheduling information for referring provider offices, patients and schedulers. Serve as a principal source of information to patients and others on department/specialty specific scheduling policies, providers, procedures, and locations.
1. Oversees and coordinates administrative, program, and office activities. Establishes, selects, implements, and coordinates office procedures and systems. Serves as principal source of information to students, staff, and faculty on policies, procedures, programs, and office activities.
2. Oversees, instructs, and coordinates activities of support staff. Oversees the preparation of materials for grants, contracts and budgets. Monitors expenditures and reconciles financial statements.
3. Provides editorial support for a journal/publication. Proofreads and edits material for grammatical and factual accuracy. Tracks copy through various editing and production stages. Communicates with authors, printers, and others concerned with published work.
4. Determines administrative, facility, and equipment needs for symposia, lectures, seminars, and conferences. Assembles and arranges for necessary items. Determines sources of data. Compiles, synthesizes and manipulates data. Summarizes findings and writes reports or portions of reports.
5. Greets visitors. Answers and screens telephone calls. Assesses nature of business. Responds to requests for information and provides assistance. Screens and responds to mail.
6. Formats, keyboard, proofread, and edits correspondence, reports, manuscripts, grants, and other material. Assembles attachments and corresponding material. Reviews outgoing material for completeness, dates, and signatures. Composes substantive correspondence and written material.
7. Coordinates travel arrangements. Schedules and coordinates meetings and appointments. Orders and maintains inventory of supplies. Takes minutes or dictation. Performs additional functions incidental to office activities.
1. Demonstrated a high degree of initiative with the ability to used sound independent judgement and critical thinking in order to effectively and appropriately manage patient/caller interactions. Ability to utilize active listening skills to accurately assess and direct callers to the appropriate resource.
2. Outstanding interpersonal skills. Warm and compassionate communication style. Extraordinary customer service skills with proven ability to professionally and effectively interact with all members of the patient’s care team (including but not limited to the patient, parent, primary care provider, etc.). Demonstrated actions as a caring and motivated team player.
3. Demonstrated ability to handle heavy phone volume. Ability to perform a variety of routine job tasks to meet occasional conflicting demands, time pressures, deadlines, or emergencies. Strong organizational skills with a proven ability to pay attention to detail on a wide variety of complex matters.
4. Well-developed and competent in English language – grammar, spelling, and punctuation to type accurately enter all patient information and review medical records. Ability to deal with confidential and sensitive patient’s information in a professional manner while complying with all HIPAA regulations.
5. This role is considered essential; therefore a proven record of exemplary attendance, punctuality, and reliability.
Education and Experience:
1. Six years of related work experience, four of them in the same job family at the next lower level, and high school level education; or four years of related work experience and an Associate's degree; or little or no work experience and a Bachelor's degree in a related field; or an equivalent combination of experience and education.
Preferred Education and Experience:
1. Prior experience scheduling in a high-volume healthcare related call center/medical practice.
2. Comprehensive knowledge of medical terminology.
3. Prior experience using an electronic medical record system and multi-line telephones.
4. Highly Preferred - EPIC referral, scheduling (Cadence), messaging (i.e. in-basket messages), telephone encounters, and chart review skills.
5. Proficiency scheduling in EPIC.
6. Experience with ACD lines, and call ques.
7. Spanish speaking.