Referral Coordinator

Connecticut Children's; Hartford (CT); On-site; USD 40,000 - 50,000; Full time

Job summary

A leading children's health system seeks a detail-oriented Referral Coordinator to streamline patient referrals and enhance the overall patient experience. The role involves managing patient data, collaborating with medical staff, and ensuring efficient operations within the Neurology department, with a strong emphasis on communication and organization.

Qualifications

• At least three years of experience in a hospital/medical office
• Experience in a customer service role preferred

Responsibilities

• Manage referrals and pre-authorizations process for Neurology.
• Daily monitoring and management of incoming calls and documents.
• Provide guidance to call center agents to enhance patient experience.

Skills

Detail-oriented

Organizational skills

Communication

Education

Associate’s degree in healthcare/business administration

Job description

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Job Description

With limited supervision, the Referral Coordinator is responsible for ensuring that all incoming patients have a smooth and seamless path to their appointment. Collaboration with clinicians, nursing, and the lead medical assistant will be required to ensure operational excellence. With an approximate allocation of 85% administrative duties and 15% process management, the Referral Coordinator will directly manage the referrals and pre-authorizations process and incoming call processing for Neurology. In addition, this position will managed the process for incoming documents and collaborating with the medical and nursing staff to ensure that documents and In-Basket messages land with the appropriate clinical team. Duties may include creating reports to track productivity and efficiency of processes. This position requires a detail-oriented candidate with superior follow-through and organizational skills. It requires maintaining solid working relationships with a variety of providers, clinical team members and staff throughout the division.

Job Description

With limited supervision, the Referral Coordinator is responsible for ensuring that all incoming patients have a smooth and seamless path to their appointment. Collaboration with clinicians, nursing, and the lead medical assistant will be required to ensure operational excellence. With an approximate allocation of 85% administrative duties and 15% process management, the Referral Coordinator will directly manage the referrals and pre-authorizations process and incoming call processing for Neurology. In addition, this position will managed the process for incoming documents and collaborating with the medical and nursing staff to ensure that documents and In-Basket messages land with the appropriate clinical team. Duties may include creating reports to track productivity and efficiency of processes. This position requires a detail-oriented candidate with superior follow-through and organizational skills. It requires maintaining solid working relationships with a variety of providers, clinical team members and staff throughout the division.

Responsibilities

ROLE RESPONSIBILITIES

Referrals and Pre-Authorization

• Daily monitoring and management of the Epic Referrals Work Queue and the Pre-Authorizations Work Queue
• Ensure the process is efficient and processes all incoming referrals each day.
• Delegate tasks to call center agents to ensure daily metrics are maintained
• Collaborate with the CRO to ensure effective operations of the referral process
• Ensure an efficient process to triage referrals under the oversite of the clinical leadership
• Track and report referral processing metrics on a daily basis
  
  
  

Incoming Documents

• Daily monitoring and management of the Incoming Documents folder on the shared network Neurology.
• Ensure all documents are processed within 24 hours
• Ensure outgoing faxes are process each day
• Track and report document processing metrics on a daily basis
  
  
  

Oversite of the Incoming Calls

• Ensure there is daily coverage for incoming phone calls that contributes to the enhancement and promotion of a high Patient Family Experience. This includes but is not limited to: staff training, staff schedules, patient relations issues, and other issues that arise in the clinic.
• Provide guidance and coaching to the call center agents to ensure schedulers have the knowledge and skills to schedule a variety of appointment types including telehealth and in-person appointments.
• Document and communicate supporting workflows with standard work to ensure consistency and effective operations of the call center
• Ensure an efficient process for the triage of calls to the appropriate clinical team (Medical and Nursing staff)
• Track and report call center metrics on a daily basis
  
  
  

Oversite of the Medical Reception Pool

• Daily monitoring and management of the Epic In-Basket for Medical Reception messages from medical staff and nursing.
• Ensure there a team member assigned to this task daily
• Ensure collaboration with medical and nursing staff to maintain good communication and protect patients’ safety
• Track and report call center metrics on a daily basis.
  
  
  

Management of Check-In/Check-Out

• In collaboration with the Lead Medical Assistant ensure there check-in/check-out positions are occupied during all clinic hours.
• Provide ongoing communication with patients regarding the wait times for each clinician throughout the day – including visiting patients in the waiting area to give updates.
• Provide support to ensure there is a smooth transition to the medical assistants as patients begin their visit.
  
  
  

Collaboration with Clinicians, Nursing, and Medical Assistant Teams

• Provide constant communication and follow through with the Neurology team members.
• Alert team members as issues arise during the clinical session
• As needed, provide briefings at the morning huddles and other meeting for work related to the First Contact with patients
• As needed, conduct the morning DMS huddles
  
  
  

Qualifications

EDUCATION and/or EXPERIENCE REQUIRED

Education Required: Associate’s degree in healthcare/ business administration

Education Preferred: or related field experience preferred

Experience Required: At least three years of experience working in a hospital/medical office

Experience Preferred: Previous experience in a customer service role preferred

About Us

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

• Industries

  Hospitals and Health Care

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