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 crucial in supporting the effectiveness of the referral program at West Florida Medical Center Clinic PA.

KEY RESPONSIBILITIES

  • Present oneself to both internal and external clients by consistently wearing an identification badge.
  • Welcome patients with professionalism, courtesy, and a personal touch, addressing inquiries and directing requests efficiently.
  • Receive and manage patient referrals from medical professionals for specialized care, laboratory tests, and procedures.
  • Ensure accurate and timely processing of referrals to specialists, hospitals, and diagnostic facilities, in line with physician directives, to facilitate prompt scheduling of necessary services.
  • Identify suitable referral resources for services and document them in the referral tracking system for specialty appointments.
  • Maintain documentation and monitor the status of all referrals, including appointment scheduling, patient notifications, appointment completions, and results from specialty providers. Conduct follow-up calls to new patients as per established protocols.
  • Assist in coordinating referrals to additional services within the clinic.
  • Generate reports from the referral tracking system to monitor open appointments and referrals, making follow-up appointments as needed.
  • Track referrals using a standardized format and present referral data monthly to the VP of Operations during formal meetings.
  • Develop a comprehensive understanding of the services offered by the clinic for new patients.
  • Gain knowledge of specific procedures (e.g., hearing tests, colonoscopies, pain management injections) as directed by the VP of Operations.
  • Conduct follow-up calls to new patients post-visit to address questions and concerns regarding clinic services.
  • Document and address complaints from new patients through a formal logging system, identifying trends and proposing 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.
  • Minimum of one year of experience in customer service, preferably within a medical office setting. A Bachelor’s degree may substitute for experience.

SKILLS AND ABILITIES

  • 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 in a team-oriented environment.
  • Quick learner with the ability to adapt to rapidly changing situations.
  • Proficient in various computer software applications, including word processing, spreadsheets, databases, and presentation software, with a capacity to learn new applications swiftly.
  • Fluent in English, both written and spoken.
  • Capable of communicating effectively with individuals from diverse socio-economic backgrounds.
  • Displays active listening skills, taking time to understand others' points of view and responding appropriately.
  • Maintains a professional demeanor while respecting patient privacy and confidentiality.

PHYSICAL DEMANDS

  • Medium strength required (up to 10 pounds of force 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.
  • Capability to work in various positions (standing, sitting, bending, walking) for extended durations.
  • Effective verbal communication skills are essential.
  • Visual and auditory capabilities are necessary.

WORK ENVIRONMENT

  • Office setting with frequent interruptions in daily tasks.
  • Availability to assist customers and staff throughout the day is essential.
  • May require extended hours to fulfill departmental needs.

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