Referral Coordinator II

LE0050 University HealthCare Alliance; Dublin (CA); On-site; USD 3,720,000 - 4,822,000; Full time

Job summary

University HealthCare Alliance seeks a Patient Services Representative to join the Stanford Medicine Partners network. You will register patients, verify insurance, and coordinate referrals and authorizations, ensuring smooth scheduling and clear communication with clinical staff.

You will work with EPIC and the office management system, handling off-site scheduling, data entry, and inquiries while maintaining high service standards and HIPAA compliance.

Qualifications

• High School Diploma or GED required.
• 1+ year to 2 years as a Patient Services Representative; experience with referral pre-authorization and revenue cycle in a physician office preferred.
• Able to type at least 30 wpm; strong communication and listening skills; ability to maintain composure in challenging interactions.

Responsibilities

• Register new patients and update existing patient accounts in the practice management system.
• Identify accepted insurance plans and those requiring referrals; verify eligibility and obtain required authorizations.
• Schedule appointments and manage telephone communications; coordinate with clinics and physicians.

Skills

Typing speed

Verbal/written communication

Interpersonal skills

Composure under pressure

Basic math

Basic computer skills

Task organization

Teamwork

Education

High School Diploma or GED

Tools

EPIC

Practice management system

EHR

Job description

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Day - 08 Hour (United States of America) This is a Stanford Medicine Partners job. A Brief Overview Under general supervision, operates as part of the care team performing a variety of functions such as obtaining referral/authorizations required for future appointments. Patient registration, insurance coverage and eligibility verification, scheduling and telephone management. Distinguished Characteristics: RIT PSR II is responsible for supporting all elements of referral and authorization to include validating patient's health plan eligibility and obtaining authorization for all services and procedures in office and external facilities. Contacting patients and scheduling into the Epic system by following SOP's provided by the Clinic. Contacting clinical staff to coordinate peer to peer calls between Physicians and the health plan as needed.

Locations

Stanford Medicine Partners

What you will do

C-I-CARE (1, 2): Executes world class practices of service and patient care in support of C-I-CARE standards. Uses C-I-CARE templates and the following components for all communication with patients and staff: CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.) INTRODUCE yourself and your role COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient ASK permission before entering a room, examining a patient or undertaking an activity RESPOND to patient’s questions or requests promptly; anticipate patient needs EXIT courteously with an explanation of what will come next Patient Registration (1,2): Registers new patients and updates existing patient accounts in a courteous and professional manner in accordance with performance standards. Identifies accepted insurance plans and those requiring referrals. Handles any system red flags as they are encountered. Communication and Scheduling Procedures (1,2): Performs off-site scheduling of new or follow-up appointments in a courteous and professional manner in accordance with performance standards. Coordinates and Communicates with Clinics Electronic Health Record Documentation (1,2): Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards. Manages EHR in-basket(s), referral work queues in accordance with performance standards. Referral & Authorization Coordination (1,2): Ensure patient registration is complete including demographic, insurance card and pharmacy benefits is obtained and scanned into the patient’s chart in EPIC. Confirm eligibility and re-verify when required. Contact health plan for benefit information. Review EPIC work queue for all request for office based services and procedures. Defer for x amount days depending on services. Work accounts that previously deferred for follow up as needed. Schedule new consultation once authorization has been received and remind patients of scheduled appointments. Collaborate with Revenue Cycle on authorization claim denials. Research and provide information to Insurance Follow Up Manager for claim appeals. All other duties as assigned including department-specific functions and responsibilities (1, 2): Performs other duties as assigned and participates in organization projects as assigned. Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies. Provides orientation and training to new staff as assigned.

Education Qualifications

High School Diploma or GED

Required

Experience Qualifications 1+ year to 2 years as a Patient Services Representative, referral pre-authorization experience and knowledge of revenue cycle functions in a physician office setting.

Required Knowledge, Skills and Abilities

Ability to type a minimum of 30 wpm. Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication. Legible handwriting. Ability to maintain composure during challenging interpersonal interactions. Basic math skills necessary to collect payments and balance cash drawer. Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR. Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow. Ability to work with others in a flexible, cooperative manner.

Preferred Knowledge, Skills and Abilities

Experience in healthcare or related setting.

Physical Demands and Work Conditions

Physical Demands Constant Sitting. Frequent Walking. Occasional Standing. Occasional Bending. Occasional Squatting. Occasional Climbing. Occasional Kneeling. Seldom Crawling. Constant Hand Use. Constant Repetitive Motion Hand Use. Frequent Grasping. Occasional Fine Manipulation. Frequent Pushing and Pulling. Occasional Reaching (above shoulder level). Frequent Twisting and Turning (Neck and Waist). Constant Vision (Color, Peripheral, Distance, Focus). Lifting Frequent lifting of 0 - 10 lbs. Occasional lifting of 11 - 20 lbs. Seldom lifting of 21 - 30 lbs. Seldom lifting of 31 - 40 lbs. Seldom lifting of 40+ lbs. Carrying Frequent lifting of 0 - 10 lbs. Occasional lifting of 11 - 20 lbs. Seldom lifting of 21 - 30 lbs. Seldom lifting of 31 - 40 lbs. Seldom lifting of 40+ lbs. Working Environment Occasional Driving cars, trucks, forklifts and other equipment. Constant Working around equipment and machinery. Seldom Walking on uneven ground. Seldom Exposure to excessive noise. Seldom Exposure to extremes in temperature, humidity or wetness. Seldom Exposure to dust, gas, fumes or chemicals. Seldom Working at heights. Seldom Operation of foot controls or repetitive foot movement. Seldom Use of special visual or auditory protective equipment. Seldom Use of respirator. Seldom Working with biohazards such as blood borne pathogens, hospital waste, etc.. Blood Borne Pathogens Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment Travel Requirements 10% travel: These principles apply to ALL employees: Commitment to Providing an Exceptional Patient & Family Experience University HealthCare Alliance dba Stanford Medicine Partners sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me: Anticipate my needs and status to deliver effective care Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer

Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale

Generally starting at $27.07 - $34.52 per hour The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

University HealthCare Alliance (UHA) is a physician network and medical foundation partnered with Stanford Health Care and Stanford Medicine. UHA was formed with a mission to provide excellent medical care through exceptional access and service in communities around the Bay Area and a vision to heal humanity through science and compassion, one patient at a time. UHA is comprised of three medical groups with over 70 clinic locations and over 350 board-certified care and specialty care providers. We are dedicated to providing the highest standards of clinical excellence in order to ensure access for patients to leading providers, while contributing to Stanford University’s well-respected Stanford Hospital and Clinics’ transformation into a broader and more integrated regional health system. Together, UHA and Stanford are pioneering new ways to practice medicine across multiple locations, using Stanford’s advanced resources to create seamless continuity of care for every patient.