Referral Coordinator, Communications Center

Rochester General Hospital; City of Rochester (NY); On-site; USD 25,000 - 32,000; Full time

Job summary

Rochester Regional Health in Rochester, NY, is seeking a Referral Coordinator for the Communications Center. You will serve as the first contact for patients and physicians, coordinating services across the system and scheduling appointments to ensure smooth care transitions.

The role requires excellent customer service, strong communication skills, EMR proficiency, and a flexible schedule that may include evenings, weekends, and holidays. A patient portal enrollment focus is included.

Qualifications

• Embraces a customer-centric mindset with empathy and strong service orientation.
• Demonstrates excellent verbal and written communication skills.
• Willing to work a flexible schedule including evenings, weekends, and holidays.
• Proficient with computers and data entry in a healthcare setting.
• Knowledge of insurance/managed care terminology preferred.

Responsibilities

• Provide courteous, prompt service to patients, providers and payers.
• Coordinate services across the system and refer/schedule appointments.
• Utilize EMR to schedule visits and complete registrations.
• Enroll and activate patient portal accounts and resolve user issues.
• Serve as primary referral liaison to private physicians and offices.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Computer proficiency

Healthcare terminology

Education

Associate's degree preferred

Tools

EMR systems

Job description

JOB TITLE: Referral Coordinator, Communications CenterSTATUS: Full-TimeLOCATION: Riedman CampusDEPARTMENT: Communication CenterSCHEDULE: Monday - Friday 8am - 4:30pmSUMMARYReferral Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers and payers throughout the patient’s healthcare experience. Serves as the first point of contact for patients and physicians to coordinate services across the system. Refers to and schedules appointments, registers seminars and classes, navigates patient inquires, and communicates courteously throughout the delivery of care. Aims always for first call resolution. Collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit, and maintains all of its support processes.RESPONSIBILITIESCustomer Service. Provide courteous, attentive and prompt service to all those you work with and supportCollaboration. Work well with others in different departments and organizations to deliver a seamless, exceptional customer experienceEMR (Electronic Medical Records) utilization. Proper use of an EMR to communicate with patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiriesPortal management. Enroll and activate patient portal accounts, answer questions and/or resolve any user issues.Acts as a key referral liaison to community provider offices, serving as a primary point of contact for private physicians to manage all types of interactions into RRHS.Minimum Qualifications:Embraces a culture of customer-centric behavior and innovation critical to success in this role.Possesses strong customer service skills and the ability to demonstrate compassion and empathy.Strong verbal and written communication skills including good voice quality, good diction, and articulation are strongly preferred.Must be available to work a flexible schedule that may include evening, weekend and holiday shifts.Must be able to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.Proficiency in use of computers.Knowledge of terminology used by insurance/managed care health plansPreferred Qualifications:Two (2) years customer service experience preferred, ideally in a health care settingAssociate's degree preferredPrefer knowledge of medical terminology.Prefer knowledge of function and relationships within a hospital environmentRequired Licensure/Certification Skills:NoneEDUCATION:LICENSES / CERTIFICATIONS:CHAA - Certified Healthcare Access Associate - National Association of Healthcare Access Management (NAHAM)PHYSICAL REQUIREMENTS:Sedentary - Sedentary roles are primarily office-based and require prolonged sitting (67–100% of the workday) with minimal physical effort and lifting limited to under 10 lbs. Fine motor skills are necessary for computer work, writing, and telephone use, supported by clear visual and auditory ability. Cognitive and emotional demands are high due to extended concentration, frequent interruptions, independent decision-making, and information processing. Although physical exposure is low, administrative areas within healthcare environments may occasionally involve contact with infectious agents. Some roles may require flexible hours, TB screening, or a valid driver’s license.For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.PAY RANGE:$18.00 - $23.50CITY:RochesterPOSTAL CODE:14617The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.