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Lead Referral Coordinator

2 months ago

Jacksonville, Florida, United States ChenMed Full time
Job Summary

We are seeking a highly skilled and experienced Lead Referral Coordinator to join our team at ChenMed. As a key member of our healthcare team, you will be responsible for providing exceptional customer service and patient-focused care to our patients and their families.

Key Responsibilities
  • Provide coaching and training on referral processes to ensure seamless transitions of care.
  • Onboard new Care Coordinators, ensuring they are properly trained in end-to-end referrals processes and systems.
  • Serve as the primary point of contact for incoming and outgoing patient referrals, triaging them, gathering necessary information, and ensuring timely processing and assignment to appropriate providers.
  • Coordinate and schedule appointments for referred patients, liaising with internal and external stakeholders to facilitate smooth transitions of care.
  • Maintain accurate and up-to-date records of referral activity.
  • Handle referral escalations to answer questions and/or resolve issues from centers, providers, and other team members; determines any issues necessary to escalate to management for review, guidance, and resolution.
  • Work with the team to develop process improvements in workflow and improve patient communication, highlighting opportunities for improvement to senior leadership in a solution-oriented manner.
  • Serve as a backup to the Referral Supervisor or other management when unavailable.
  • Perform all job duties and responsibilities assigned to the Care Coordinator, as needed.
Requirements
  • Ability to coach and provide training in referral processes.
  • Exceptional knowledge of medical terminology, CPT, HCPCS, and ICD coding.
  • Ability to handle highly complex referral matters.
  • Exceptional organizational skills with the ability to effectively prioritize and complete tasks in a timely manner.
  • An understanding of the company's patient population, including the complexities of Medicare programs.
  • Detail-oriented with the ability to multi-task.
  • Able to exercise proper phone etiquette.
  • Advanced ability to navigate proficiently through computer software systems and use technology.
  • Ability to work well with patients, colleagues, physicians, and other personnel in a professional manner.
  • Proficient in Microsoft Office Suite products, including Word, Excel, PowerPoint, and Outlook, database, and presentation software.
  • Spoken and written fluency in English; bilingual preferred.
Education and Experience
  • High School diploma or equivalent required; AA/AS degree preferred.
  • A minimum of 2 years of referral experience in a healthcare setting required.
  • Experience with web-based insurance sites and obtaining referrals/authorizations for multiple payors strongly preferred.
  • Healthcare experience within the Medicare Advantage population strongly preferred.