Medical Office Call Center Speicalist

Position Summary: This position handles all aspects of scheduling referrals and outside orders in a timely manner. The Referral Coordinator is responsible for processing incoming orders and following the guideline for scheduling appointments with specialists, psychological evaluations and medication management services. Work is performed under the general direction of the Patient Access Manager.

Essential Duties and Responsibilities:

• Utilizing patient/referral source portal to schedule and confirm appointments.
• Must use the target completion "due date" of the order to meet attending physicians' treatment guidelines and follow up goals.
• Responsible for scheduling appointments before the attending's next follow up visit.
• Possess a high level of coordination and communication with physicians and care teams to meet goals.
• Must communicate any barriers to scheduling before the "due date" is past.
• Uses a systematic process that is streamlined and efficient.
• Attention to detail and excellent communication skills.
• Ability to work with multiple departments to meet deadlines, including prior auth, clinical teams, medical records and other scheduling areas.
• Verifies that patient and referring MD information is accurate.
• Clear documentation in EMR regarding order status and patient communication.
• Follow-up with patients to confirm appointments
• Enters scheduled appointment information into the Phreesia & EMR
• Handles all incoming phone calls and emails regarding outside orders and/or referrals.
• Text/Email reminders/reschedule letters.
• Patriciates in ensuring care is complete and "loop is closed" when scheduling appointments.
• Notifies Immediate Supervisor of any problems in a timely manner.
• Provides general assistance to patients as they make requests to update, change or cancel appointments.
• Communicate with the referral sources regarding any additional information needed to process referral or orders.
• Cross-trains with other referral coordinators.

Qualifications/Experience:

High school diploma or general education degree (GED); and six months related experience and/or training; or equivalent combination of education and experience.

Must have excellent organization and follow-up skills; excellent verbal and written communication skills; excellent problem-solving skills; ability to organize and prioritize work assignments; ability to handle multiple priorities in a fast-paced environment; ability to analyze situations and respond in a timely manner; ability to participate in multi-functional teams; ability to establish and maintain effective working relationships within HealthQuest, PC; must be proficient in computer applications including word processing and e-mail. Additional hours may be required.

Work Environment/Physical Demands/Travel:

• Typical clinical/office environment with moderate noise level.
• Ability to stand, walk, for extended periods of time.
• Ability to read and understand simple instructions, short correspondences, and memos. Ability to write simple reports. Ability to effectively present information one-on-one or in small group situations to supervisors, customers, and/or other employees of the company.
• Ability to add, subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of US dollars, weight measurement, volume, and distance.
• Ability to apply common sense understanding to carry out simple one or two-step instructions. Ability to deal with routine situations with only occasional or no changes.
• Some travel may be required.