Patient Referral Specialist

2 weeks ago

Pensacola, Florida, United States West Florida Medical Center Clinic PA Full time
Job Overview

POSITION SUMMARY

The Patient Referral Specialist is responsible for managing the processing, follow-up, and communication regarding patient referrals and procedure orders initiated by healthcare providers. This role is essential in ensuring the effectiveness of the Medical Center Clinic's referral program.

KEY RESPONSIBILITIES

  • Identify yourself to both internal and external clients by wearing an identification badge at all times.
  • Welcome patients with professionalism, respect, and a personal touch. Address inquiries and direct requests efficiently.
  • Receive and manage patient referrals from medical practitioners for specialized care, laboratory tests, and procedures.
  • Process referrals to specialists, hospitals, and diagnostic facilities accurately and promptly, in line with physician directives, ensuring timely scheduling for necessary services in the most suitable environment.
  • Determine the appropriate referral resources for services and log them into the referral tracking system for specialty appointments.
  • Document and monitor the status of all referrals through appointment scheduling, patient notifications, appointment completions, and results from specialty providers. Conduct follow-up calls as per a predefined protocol.
  • Assist in coordinating referrals to additional services offered by the Medical Center Clinic.
  • Generate reports from the referral tracking system to monitor open appointments and referrals, facilitating follow-up appointments as needed.
  • Maintain comprehensive knowledge of services available for new patients at the Medical Center Clinic.
  • Develop expertise in specific procedures (e.g., hearing tests, colonoscopies, pain management injections) as determined in collaboration with management.
  • Conduct follow-up calls to new patients post-visit to address any questions regarding services and other matters.
  • Document and address new patient complaints through a formal logging system, identifying trends and recommending solutions for recurring issues.
  • Participate in departmental meetings as required to ensure effective coordination of services for new patients.
  • Engage in special projects as assigned.

EDUCATION AND EXPERIENCE REQUIREMENTS

  • High school diploma or equivalent; a Bachelor's degree is preferred.
  • At least one year of experience in customer service, with a preference for medical office experience. A Bachelor's degree may substitute for experience.

SKILLS AND COMPETENCIES

  • Exhibits strong customer service skills, excellent interpersonal abilities, meticulous attention to detail, and proficient verbal and written communication skills.
  • Demonstrates integrity and character, embracing change and positively impacting patients and colleagues.
  • Ability to collaborate effectively with staff at all organizational levels.
  • Quick learner, adaptable to fast-paced environments.
  • Proficient in various computer software applications, including word processing, spreadsheets, and database management, with the ability to learn new applications swiftly.
  • Fluent in English, both written and spoken.
  • Ability to communicate effectively with individuals from diverse socio-economic backgrounds.
  • Exhibits active listening skills, understanding others' points of view, and responding appropriately.
  • Maintains a professional demeanor and respects patient privacy.

PHYSICAL DEMANDS

  • Medium strength required (lifting/carrying/pushing/pulling up to 10 pounds occasionally).
  • Occasional standing/walking (up to 25% of the time).
  • Frequent keyboarding and dexterity (up to 75% of the time).
  • Ability to focus on a computer screen for extended periods.
  • Ability to perform repetitive hand and finger motions.
  • Ability to work in various positions (standing, sitting, bending, walking) for extended periods.
  • Effective verbal communication skills are essential.
  • Visual and auditory capabilities are necessary.

WORK ENVIRONMENT

  • Office setting with frequent interruptions.
  • Must be accessible to patients and staff throughout the day.
  • May require extended hours to fulfill departmental needs.

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