Referral Coordinator

Responsibilities
Healthcare, Plus. It's a goal and a promise. At H-E-B Wellness Primary Care, it's our goal to help everyone live the healthiest life possible. And it's our promise that our health care will be better than patients have ever experienced: accessible, convenient, engaging, and complete. Join us and be part of something special. Help us provide comprehensive services that include primary care, health coaching, physical medicine, care navigation, and more.

As an H-E-B Wellness Primary Care Referral Coordinator, you'll own our health care referral process end-to-end, and serve as the referral system navigator for our Patient Customers and their families.

Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.

Do you have a:

HEART FOR PEOPLE... willingness to serve with a strong focus on customer service?

HEAD FOR BUSINESS... resourcefulness to resolve issues related to navigating health care referral processes?

PASSION FOR RESULTS... drive to help build our customer base?

We are looking for:

• a high school diploma; experience related to referral coordinating

What is the work?

Customer Service:

• Serves as referral system navigator and first point of contact for patients and families
• Assists patients in problem-solving potential issues on healthcare system, financial, or social barriers (e.g., request interpreters, transportation services, prescription assistance)
• Optimizes patient satisfaction, provider time, and scheduling; reviews referral details and expectations with patients; answers questions related to accepted insurance; sends required communication for patient appointment reminders; ensures referrals are addressed in a timely manner
• May assume advocate role on a patient's behalf to ensure timely carrier approval of supplies and services
• Establishes / maintains relationships with identified service providers

Administration:

• Manages incoming and outgoing calls, faxes, scanned documents, and department email
• Manages phone calls from new and referring providers; relays appropriate Wellness and Nutrition Services documentation to Sales Team
• Escalates calls to supervisor as appropriate
• Maintains confidentiality of personal and financial information
• Ensures complete, accurate registration (e.g., demographic and insurance information); compiles info related to clinical background and referral needs; provides appropriate clinical information to specialists in compliance with referral guidelines
• Retrieves / files patient records
• Ensures patient charts are updated with information (e.g., insurances, specialist consults, hospitalizations, ER visits, health-related community organizations)
• Updates patient profiles with incoming completed DocuSign forms
• Collects information on pharmacy referred patients; communicates to patients
• Manages through reports to follow up with patients not yet scheduled with providers
• Verifies / communicates employer services and workshops to patients
• Maintains confidentiality and distribution of medical records to patients, MD Offices
• Contacts review organizations, insurance companies to ensure prior approval requirements are met / co-pays are obtained; provides needed medical information (e.g., history, diagnosis, prognosis); calls referring providers to obtain missing referral info
• Keeps providers updated, based on severity of health issue
• Provides specific medical information to financial services to maximize reimbursement to hospitals and physicians
• Maintains ongoing tracking (e.g., database entry) / appropriate referral documentation
• Collaborates with Digital team to ensure Registered Dietitian (RD) subscription codes are created for EMR; maintains knowledge of RD specialties and availability for scheduling
• Maintains online group class scheduling for clinical provider for customers and patients

What is your background?

• High school diploma or equivalent
• 2+ years of experience in clinic referral coordinator duties

Do you have what it takes to be a fit as a Referral Coordinator at H-E-B?

• Advanced customer service skills
• Strong organization skills
• Verbal / written communication skills
• Critical thinking, problem-solving, and judgment skills
• Bilingual (English - Spanish) skills
• Ability to manage multiple competing priorities and shift focus between tasks
• Ability to heed / follow through / remain accountable for delegated tasks
• Ability to work as part of a team

Can you...

• Function in a fast-paced clinic / office environment
• Sit / stand for extended periods

05-2023