SSMC - Referral Coordinator

South Shore Health; Norwell (MA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Basic Life Support (BLS) Certification training

Job summary

South Shore Health is seeking a dedicated professional in Norwell, Massachusetts. As a key team member, you will manage incoming calls, provide patient information concerning referrals, and ensure all requests are processed efficiently.

The ideal candidate will possess excellent communication skills and a background in healthcare. You will work independently while contributing to improving the patient experience and maintaining high standards of customer care.

Qualifications

• 1 year of experience in a healthcare setting required.
• Ability to multitask and meet deadlines.
• Detail-oriented with excellent organizational skills.

Responsibilities

• Answer incoming calls promptly and courteously.
• Process outgoing specialty referral requests.
• Provide patients with necessary information and updates.

Skills

Customer service skills

Verbal communication

Written communication

Computer skills

Interpersonal skills

Organizational skills

Critical thinking

Ability to work under pressure

Education

High school diploma or equivalent

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Job Description

Log onto phone system at scheduled time and answer all incoming calls in a prompt, courteous and helpful manner, routing them to the appropriate extension and responding to requests for information.

Responsibilities include processing outgoing specialty referral requests for all patients:

• Review each referral to determine special services/procedures being requested.
• Inform the patient of providers/facilities used by SSMC and provide contact information so the patient may schedule the appointment.
• Update the patient’s referral within the EMR to reflect status changes and document additional information as needed.
• Obtain insurance-specific authorization and communicate to patients and/or facilities with insurance issues.
• Provide referring facility with clinical information needed to support medical necessity or continuation of care.
• Communicate requests from patients who wish to seek care outside SSMCs preferred providers.
• Communicate issues to PCP/Triage via Telephone Encounters.
• Transcribe and process faxed referral requests.
• Monitor EPIC messages including, but not limited to, MyChart messages for referral requests by transcribing referral order and securing referral authorizations.

• Process internal specialty referral requests for all patients:
• Review each referral to determine special services/procedures being requested.
• Update the patient’s referral within the EMR to reflect status changes and document additional information as needed.
• Obtain insurance-specific authorization and communicate to patients and/or facilities with insurance issues.
• Communicate requests from patients who wish to seek care outside SSMCs preferred providers.
• Communicate issues to PCP / Triage via Telephone Encounters.
• Transcribe faxed incoming referral requests.
• Monitor EPIC messages including, but not limited to, MyChart messages for referral requests by transcribing referral order and securing referral authorizations.

• Work independently to complete daily assignments by the end of the shift and long term assignments by established deadline.
• Efficiently manage work schedule to accomplish assignments and activities before deadline.
• Work independently with infrequent need for supervision.
• Inform supervisor when not able to meet deadline.
• Embrace technological solutions to work processes and practices.
• Accept changing environment as technology advances, willing to learn new techniques and equipment.
• Be receptive to changes in department work processes and practices.
• Seek appropriate guidance for new techniques.
• Offer suggestions for change to improve department.
• Participate in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
• Embrace technological advances that allow us to communicate information effectively and efficiently based on role.
• Staff will work to enhance the patient experience in every interaction.
• Demonstrate professional courtesy in all interactions with patients and coworkers.
• Answer all questions in a polite, professional manner or find someone who can answer the question.
• Able to handle difficult patients or situations in a calm, professional manner.
• Able to report issues/concerns using the chain of command.
• Staff is able to independently manage daily office functions:
• Able to perform multiple work tasks efficiently and effectively.
• Able to maintain a high level of concentration at all times.
• Able to work under pressure and maintain composure during stressful situations.
• Able to complete tasks according to assigned deadlines.
• Utilizes critical thinking and problem solving in day to day operations as well as in emergent situations.
• Communicates appropriately and effectively following chain of command.
• Demonstrates dependability and flexibility in meeting scheduling needs of the department.

Job Requirements

• Minimum Education: High school diploma or equivalent
• Minimum Work Experience: One (1) year of experience in healthcare setting required
• Epic Experience Preferred
• Required additional Knowledge and Abilities:
  • Excellent customer service skills
  • Excellent verbal and written communication skills
  • Excellent computer skills with knowledge of various software applications including Microsoft Office (Word, Excel, Outlook)
  • Excellent interpersonal skills
  • Ability to meet demanding deadlines and balance multiple tasks
  • Ability to work both independently and as part of a team to complete daily assignments by the end of the shift and long term assignments by established deadline
  • Detail oriented with excellent organizational and prioritization skills
  • Mon-Fri 8-4:30

Responsibilities If Required

Education if Required:

License/Registration/Certification Requirements

• Basic Life Support (BLS) Certification - American Heart Association (AHA) (Including courses offered through SSH)