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Referral Coordinator-hybrid

3 months ago

New York, United States Rivia Mind - Open Positions Full time

**Who We Are**

What makes Rivia Mind unique:

- We practice continuous learning, engaged collaboration, and excellence in all that we accomplish together
- We are setting the new standard for accessible, reliable, and quality Mental Health services and positive patient experiences
- We are inspired by our Rivia Community of patients, providers, and colleagues who are driven by the commitment to make a positive impact in each others' lives

**Job Summary**

The Referral Coordinator role will support both new and current patients of Rivia Mind who are part of our partnered referral sources. This individual is a quality-driven and versatile person who will provide exceptional customer service and thoughtful support to their team with a desire to help patients and grow partnership. Collaboration with other key stakeholders is essential to establish and adhere to specific partner procedures and expectations. This role will exhibit the importance of patient satisfaction at the forefront of every interaction and perform with the ambition to support Rivia Mind's mission to grow in the communities we serve.

This role acts as the main contact for Rivia Mind patients who are from our referral partnerships as well as our referral partners themselves who are calling to connect a patient to our care. The Referral Coordinator will explain our services with excitement and clarity, acquiring insurance information, scheduling patient evaluations, conducting mindful patient/provider matchmaking, assists with cancellations / rescheduling follow-ups, etc. Proper adherence to referral partner protocol is critical.
- Work Schedule: Hybrid One Day a Week, 10am to 6pm Monday to Friday. Choice of Monday, Thursday or Friday to be onsite._

**Job Responsibilities & Qualifications**

**_ Responsibilities_**
- Maintain a customer service mindset and demeanor to ensure positive patient and partner experiences and representation of Rivia Mind
- Be a main point of contact to liaise patients and providers based on referral source partnerships
- Ensures that all initiated referrals are completed and proper tracking is maintained per referral agreement and with appropriate stakeholders
- Works with providers to identify urgent versus routine referrals for services and prioritizes workflow accordingly
- Maintain up-to-date knowledge of insurances and referral partners of the company to conduct proper intakes
- Adhere to all practice and referral operations specific workflows including completing all needed documentation before Intake
- Conducts initial financial screenings, verify benefits, and record insurance and other financial information
- Schedules the new intakes with notice to appropriate members, and updates on appropriate platforms/records
- Conduct rescheduling and cancellations of patients in accordance to referral protocol
- Liaise between patients, referral partners, internal teams, and providers as needed to provide ample support and pleasant outcomes.
- Handle ad-hoc or routine requests, reporting, data research and analysis in a timely manner with accurate results
- Ensures that if pre-authorization is needed, it is resolved in partnership with the right departments
- Collaborate and clearly communicate with the appropriate teams across operations and clinical as needed
- Updates referral-specific wait lists of new patients and maintains up-to-date information on other function-related recording documents
- Participate in any process improvement activities to address Referral Loop closure deficiencies, patient satisfaction issues and provider satisfaction concerns
- Be able to overcome customer objections and effectively promote Rivia Mind services
- Provide follow-up phone calls to clients missing appointments, and make attempts to re-engage for services
- Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment that benefits individuals well-being, self improvement and potential
- Perform other related role and team function duties as assigned by department and group leaders

**_Qualifications_**

Required Education Level: High School Diploma or equivalent

Additional Qualifications, Skills & Attributes
- 2-4 years of customer service experience
- 2 years of medical office/healthcare operations experience preferred (referrals, care coordination, intake process, medical record transfers, and preauthorization)
- A minimum of 2 years of office administration/receptionist experience is preferred (filing, phone management, reports, office maintenance)
- Experience using CRM platforms like Salesforce and Electronic Medical Records (EMR) systems
- Knowledge of insurance verification processes and explanation of benefit coverage
- Ability to adapt and support different processes depending on the inquiry
- Experience working in a team environment with a variety of changing priorities
- Knowledge of mental health professional licenses (MD, NP, SW).
- High attention to detail with exceptional