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Referral Coordinator

2 months ago

Raleigh, North Carolina, United States North Carolina Retina Associates Full time

JOB SUMMARY

The Referral Specialist reviews incoming referrals and schedules new patients for North Carolina Retina Associates. This role requires a thorough understanding of retinal diagnoses and the ability to differentiate between emergent and non-emergent referrals. Exceptional customer service skills and phone etiquette are essential to create a positive rapport while providing professional, empathetic, and efficient service to referring providers and patients.

DUTIES AND RESPONSIBILITIES

  • Ensure complete and accurate demographic, insurance, and clinical information is received and processed for each referral.
  • Schedule referred patients in a timely manner based on diagnosis and urgency of the referral, adhering to established procedures.
  • Answer patient and provider questions promptly and thoroughly.
  • Facilitate internal communication across multiple platforms to ensure a smooth appointment flow.
  • Manage incoming calls and assist with inquiries from referring providers and patients.
  • Provide all necessary information to patients in preparation for their appointments, including patient intake forms and details regarding financial obligations.
  • Monitor, follow up on, and accurately document all patient and referring provider communication.
  • Possess a strong understanding of medical insurance policies and any additional requirements specific to each plan (e.g., referral/authorization requirements).
  • Adhere to HIPAA regulations and maintain the confidentiality of all doctor, staff, and patient information.
  • Perform other duties as assigned by management.

SPECIAL SKILLS, KNOWLEDGE AND ABILITIES

  • Excellent interpersonal customer service skills, including effective listening, clear verbal and written communication, and problem-solving abilities.
  • Demonstrate reliability, a positive attitude, and a willingness to perform assigned duties effectively.
  • Proficiency in using multiple software systems for data input and retrieval.
  • Mastery of ophthalmology and retina terminology.
  • Ability to multitask and work independently as well as collaboratively within a team environment.
  • Perform tasks accurately and efficiently.
  • Experience operating computer devices, scanners, and fax machines.
  • Frequent use of a computer terminal for reading and writing.
  • Physical abilities include frequent bending, reaching, sitting, repetitive hand movements, standing, walking, squatting, pushing, and pulling. Lifting up to 10 lbs may be required.

MINIMUM QUALIFICATIONS

  • High School Diploma or equivalent.
  • Previous experience in a medical practice is preferred.
  • Bilingual – Spanish fluency is preferred.