Patient Referral Representative

5 months ago

Pensacola, United States West Florida Medical Center Clinic PA Full time
JOB SUMMARY

The Patient Referral Representative handles processing, follow up and communication to patients for referrals and/or procedure orders that are generated by providers. This position provides services that will support the success of the Medical Center Clinic referrals program.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Receive and process patient referrals from medical providers for specialty care, lab tests and procedures.
  • Accurately and efficiently processes referrals to specialists, hospitals and diagnostic centers in accordance with physician orders ensuring patients are scheduled timely for required services in the most appropriate setting
  • Identify appropriate referral resource for service; enter into referral tracking system for specialty appointment.
  • Document and monitor status for all referrals through appointment scheduling, patient notified, appointment completion and results received from specialty provider. Make phone calls according to a predefined protocol (48 hours in advance) to all New patients.
  • Assist in coordination of referrals to other MCC services.
  • Run referral tracking system reports to track open appointments and referrals and to make follow-up appointments as necessary.
  • Track referrals in a predefined format, report referral information monthly to VP Operations in a formal meeting.
  • Maintain a strong knowledge of MCC services available for New patients.
  • Develop a first-hand knowledge of certain procedures (hearing test, colonoscopy, trigger point injections, pain management blocks, etc.). Specific areas for knowledge development will be determined with VP Operations.
  • Make phone calls according to a predefined protocol (48 hours in advance) to all New patients after their visit to inquire regarding questions, MCC services and other matters. (NOTE: MCC will make New patient satisfaction survey calls outside this position. Results of that survey will directly impact performance evaluations for this position).
  • Address New patient complaints through a formal logging system. Look for trends and recommend solutions to consistent issues identified.
Requirements

EDUCATION/EXPERIENCE REQUIREMENTS
  • High school diploma or General Educational Development (GED) equivalency. BS or BA degree preferred.
  • One year of experience in customer service with medical office experience highly preferred. Bachelor's Degree maybe substituted in lieu of experience.
KNOWLEDGE, SKILLS AND ABILITIES
  • Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
  • Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
  • Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
  • Ability to learn quickly and adapt to rapidly changing environments.
  • Must have working knowledge of a variety of computer software applications in word processing, spreadsheets, database, presentation software (MSWord, Excel, Access, PowerPoint), Outlook, and internet and the ability to quickly learn New applications.
  • Proficient in use of English language both in written and verbal communication.
  • Must be able to communicate with individuals of varying socio-economic backgrounds.
  • Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Professional demeanor and recognition of privacy considerations for patients and families.
PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS
  • Strength (Lift/Carry/Push/Pull): Medium (exerting up to 10 pounds of force occasionally)
  • Standing/Walking: Occasionally; activity exists up to ¼ of the time
  • Keyboarding/Dexterity: Frequently; activity exists from &fac34; of the time
  • Ability to look at a computer screen for extended periods.
  • Ability to perform constant repetitive hands and finger motions.
  • Ability to work in various positions (standing, sitting, bending, walking, holding, stooping, and kneeling) for extended periods of time.
  • Talking (Must be able to effectively communicate verbally): Yes
  • Seeing: Yes
  • Hearing: Yes
WORK ENVIRONMENT
  • Office environment.
  • Exposed to frequent and constant interruptions in daily functions/schedule.
  • Must be available to customers and staff throughout the day.
  • May be required to work extended hours to meet department needs

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