Referral and Outreach Coordinator

Under the supervision of the Patient Access Supervisor, is responsible for representing Huggins Hospital in a professional, friendly, and respectful manner, while facilitating the patient's care through the timely processing of outbound referrals and facilitating the closure of care gaps using a proactive outreach approach.

Referral Coordination:

·         Identifies the need for referrals by working the Referral Orders in Allscripts EMR daily.

·         Verifies patient insurance information and obtains insurance authorization for referral, as necessary

·         Complete Referral within Allscripts  per the Best Practice guidelines, sending appropriate clinical documentation with referral

·         Reviews referral details with patients, as necessary

·         Works with providers and patients to determine appropriate specialist for the patient to see

·         Assists patients in problem solving potential barriers in going to specialty appointments

·         Works Updox queue to identify flagged returned referral notes and mark referrals as completed within EMR

Appointment Completion/Follow Through:

·         Utilizes appointment confirmation tools to ensure appointments are confirmed in a timely manner. Proactively calling patients who have not confirmed electronically.

·         Calls patients who request to cancel or reschedule their appointments to schedule a new appointment.

·         Makes same-day calls to patients who do not present for their appointment to check in and reschedule the appointment

·         Reschedules appointments as dictated by the practice for reasons such as provider PTO, emergent surgery needs, sick time, etc.

·         Creates Nursing Home appointments and visits in the EMR to facilitate Charge Capture while facilitating request for Nursing Home documentation, as needed

·         Accurately utilizes the Electronic Records per the Best Practice Workflows:

                 a. Utilizes the system to accurately search/create a patient vs. a person, preventing duplication of patient accounts; and

                 b. Completes daily work lists (referrals, waitlist, no-shows) providing timely care and response to the patients

Organizational Expectations:

·      Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift

·      HIPAA: facilitates to maintain patient confidentiality

·      Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect

·      Interpersonal relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.

·      Safety: Practices workplace safety daily

Employee Engagement:

·         Actively participates in all hospital Service Excellence initiatives and trainings

·         Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes

·         Completes all required annual education on or before the due date

Knowledge Skills and Abilities:  Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job

·     Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers

·     Ability to effectively manage considerable mental stress

·     Ability to express or exchange ideas by means of the spoken word

·     Ability to receive detailed information through oral communication

·     Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner

·     Familiarity with computer and other business machines
 

Qualifications:

 Prior experience in a healthcare institution preferred; knowledge of medical terminology; excellent interpersonal communication; demonstrated computer skills; ability to be very detail-oriented.