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Lead Referral Coordinator

3 months ago

Village Square, United States West Cancer Center Full time

Position Summary: This position is responsible for providing support to the activities of the Referral Coordinators to include helping to facilitate excellent customer service and workflows. The Lead Referral Coordinator is responsible for monitoring incoming orders and following the guidelines for scheduling appointments with specialists, consults and radiology services. Work is performed under the general direction of the Patient Access Manager.

Essential Duties and Responsibilities:

  • Provides support to outside orders team in the absence of the Manager of Patient Access Services.
  • Assists in training and orienting new and existing employees.
  • Oversees basic day-to-day department functions (i.e. phones being answered promptly, lunch schedules, staff being present working during scheduled hours).
  • Oversees supplies and notifies management when supplies are needed.
  • Oversees equipment service needs as related to the equipment used within the Outside Orders Team and notify management and/or facilitate call for service in their absence.
  • Provides direction to staff with any scheduling questions or complications.
  • Monitors and makes work assignments.
  • Updates patient information when necessary.
  • Provides feedback and recommendations to management regarding employee performance on an ongoing basis.
  • Observes and monitors staff adherence to departmental and organizational policies and procedures.
  • Maintains a professional approach respecting the dignity and confidentiality of patients and employees.
  • Interacts internally with the management team, support team and staff.
  • Performs all other duties as assigned.

Qualifications/Experience:

Minimum of three to five years experience in the healthcare industry and/or customer service environment or equivalent combination of education and experience. Prior management experience preferred. Possess knowledge of payer networks and guidelines.

Must have excellent organization and follow-up skills; excellent verbal and written communications skills, excellent problem-solving skills, ability to organize and prioritize work assignments; ability to handle multiple priorities in a fast-pace environment; ability to analyze situations and respond in a timely manner; ability to participate in multi-functional teams; ability to help oversee the work performance of others; ability to establish and maintain effective working relationships with The West Clinic; ability to assist in implementing new processes; must be proficient in computer applications, including work processing, spreadsheet, and e-mail.

Work Environment/Physical Demands/Travel:

  • Typical office environment with moderate noise level.
  • Ability to sit, stand, walk, reach, climb or balance, stoop or crouch, hand/wrist use, talk, see, and hear for extended periods of time.
  • Ability to read and understand documents such as safety rules, operating and maintenance instructions, procedure manuals, correspondence. Ability to communicate effectively verbally and in writing.
  • Ability to apply common sense understanding to carry out instructions given in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in routine situations.
  • Some travel may be required.