Referral Coordinator

3 months ago

Houston, United States Summit Health Full time

Description

Clinic Location: 16001 Park Ten Pl., Suite 300 Houston, TX, 77084

Could this be you?  

In this role, the Clinical Referral Coordinator will offer phone and processing support to our patients as well as clinical partners across Village Medical to ensure the accurate and timely execution of critical referral tasks. In this role you will offer inbound and outbound phone support while providing operational processing expertise of clinical referrals using telephony and EMR system(s). The ideal candidate has experience in a contact center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including reviewing patient charts, insurance and medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions without patients is critical to success in this role, in addition to achieving all processing performance objectives.

How you can make a difference  

Answers all phone calls in a patient, empathetic, and passionately communicative manner

Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations

Coordinates medical specialty referrals and procedures for patients in a timely, efficient, and equitable manner

Utilizes EMR system(s) to track and research urgent requests and keep patient information current and accurate

Communicates information, including updates of referral requests, appointment details, and communication preferences vis telephone, email, chat, and patient portal

Review patient charts and records to understand what authorizations and documentations need to be pursued

Ensures that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed

Provides clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health records

Processes necessary prior authorizations and insurance referrals as needed to complete the referral process

Follows organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards 

Maintains access to the Health Information Exchange (HIN) and other related systems 

Uses HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinated 

Maintains surveillance ticklers and/or work with Health Information Technology to proactively identify the need for patient care 

Navigates patient to care, as assigned 

  Skills for success  

A “people-first” attitude and premier customer service DNA

A genuine excitement to help patients and process referrals with operational excellence

A problem solver who can confidently troubleshoot and investigate to answer questions or resolve complaints

Confident with system processing and updates

Self-motivated: energetic, self-starter; can work autonomously 

Ability to put yourself in patients’ shoes and advocate for them when necessary.

Results oriented: bias for action; demonstrated track record of achievement; drive for attainment of superior outcomes 

Flexible: ably navigates within ambiguity; solution-oriented communication; conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills

Collaboration: orientation to team-based work product and results

Service: Actively supports others, demonstrates an optimistic, can-do approach to issue resolution

Humility: low ego; engenders trust; respectful 

Experience to drive change  

Service center excellence, call center preferred

Experience in the medical or health insurance field preferred

Knowledge of medical terminology

Excellent telephone etiquette

Skilled in basic computer operations and EMR

Bilingual in English and Spanish preferred

Excellent interpersonal skills, including, empathy, patience, courtesy, and attentiveness

Ability to work independently with a strong sense of focus

Task-oriented, strong organizational skills, ability to multitask

Strong attention to detail

High school diploma or GED

Task-oriented, strong organizational skills, ability to multitask

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, or file a complaint at .

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