SUMMARY
Lead Referral Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers and payers throughout the patient’s healthcare experience. Under the direction of the Referral Manager, provides day-to-day support for the referral team, acting as a subject matter expert, Super User, primary escalation point, preceptor, and performance coach. As a working team leader, 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.
STATUS
Full-Time
LOCATION
Riedman Campus
DEPARTMENT
Communication Center
SCHEDULE
Monday - Friday 8am - 4:30pm
RESPONSIBILITIES
* Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization.
* Responds to and supports team with inbound interactions utilizing EMR to refer and schedule new patient appointments, registrations and inquiries to enhance access while following established protocols to ensure patient safety and data integrity; primary point of escalation.
* Proactively contacts and supports team to contact patients, caregivers, physicians and the community utilizing EMR to refer and schedule patient appointments, complete registrations and respond to inquiries following established protocols to ensure patient safety and optimize the revenue cycle; primary point of escalation.
* 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.
* Provides and supports seminar and training activities information, including courses offered, course content, fees, registration and refund procedures, program policy, course changes, and continuing education units.
* Coordinates and processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows.
* Communicates effectively using EMR messaging, utilizing appropriate smart phrases and workflows; point of escalation according to established process.
* Supports enrollment and activation of patient portal accounts, including answering questions and/or resolving any user issues; point of escalation according to established process.
* Performs database/systems upgrades and maintenance as directed and/or as necessary.
* Partners with training and development to provide role support and learning experiences for new employees. As a role model, subject matter expert (SME), and Super User, facilitates training, knowledge transfer and at the elbow support skills.
* Ensures own compliance with all contact center policies and procedures. Is open to constructive criticism and willing to work on areas identified as needing improvement.
* Provides feedback and coaching real time to each team member in support of their adherence and productivity goals.
* Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information.
Minimum Qualifications
* High School or GED; Prefer AA
* Two (2) years customer service experience, with one (1) year of service at Rochester Regional Health System
* Embraces a culture of customer‑centric behavior and innovation critical to success in this role.
* Prefer Bilingual; able to pass a language proficiency assessment within 30 days of hire.
* Possesses strong customer service skills and the ability to demonstrate compassion and empathy. Prefer knowledge of medical terminology.
* Strong verbal and written communication skills including good voice quality, good diction, and articulation are required. Prefer knowledge of terminology used by insurance/managed care health plans.
* Must be available to work a flexible schedule that may include evening, weekend and holiday shifts. Prefer knowledge of function and relationships within a hospital environment.
* 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. Must be able to type a minimum of 35 wpm.
* Certified Healthcare Access Associate (CHAA) or equivalent preferred.
Required Licensure/Certification Skills
* None
PHYSICAL REQUIREMENTS
S - Sedentary Work - Exerting up to 10 pounds of force occasionally. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
PAY RANGE
$19.75 - $23.00
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