Referral Coordinator

JOB DESCRIPTION

Description

Essential Functions

This position is primarily responsible to perform the following:

• Serve as 1st escalation point for escalated calls and service recovery

• Responsible for scheduling from the Epic work queues not completed at time during the checkout process

• Primarily responsible for scheduling patient appointments in courteous manner

• Plans, organizes, prioritizes and maintains workflow in conjunction with targeted physicians, marketing and clinical initiatives, and UH organizational objectives

• Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location

• Verifies and inputs insurance, appointment, patient information in a timely manner

• Partner and directly communicate with clinical Navigators/identified support to facilitate 1st call resolution and appropriate patient navigation.

• Maintains up-to-date knowledge of computer systems, insurance/government regulations and Care Connection policies/procedures used within the department

• Provide Good Faith Estimates for a patient at time of scheduling

• Validates and captures primary, secondary and tertiary insurance coverage to ensure accurate billing

• Provides patient education about third party coverage and liabilities; communicate possible payment options. Collect, post, and balance co-pays, deductibles and other patient payments.

• Recruits and advises patients to access My UH Care Personal Health Record

• Scheduling appointments for post in-patients being discharged from a UH facility

• Scheduling appointments for patients discharged from UH Emergency Departments

• Reaching out to non-UH providers for scheduling follow up discharge appointments

• Real-time support of team needs and escalations associated with patient navigation and incoming referrals.

• Enforce use of approved tools and resources and adhering to standard operating procedures and protocols.

• Encourage critical thinking and solution driven mentalities.

• Serve as team advocate for system and process improvement; team engagement and retention

• Provide investigation and insight to process gaps and opportunities for streamlined workflows.

• Verify all transaction were completed accurately and inclusive of all relevant referral details.

• Participates in community marketing and business development functions of UH in order to increase referrals and enhance relationships

• Ensures department productivity standards are met/exceeded

• Manages calls to triage and provide customer with appropriate resolution, including: Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location

• Performs other duties as assigned

This role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain PHI for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Required For All Jobs

Performs other duties as assigned. Complies with all policies and standards. For specific duties and responsibilities, refer to documentation provided by the department during orientation. Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

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QUALIFICATIONS

Qualifications

Qualifications

Education

High School Equivalent / GED Required and Associate’s Degree or progress towards degree Preferred

Work Experience

5+ years Of professional health care experience or related health care position Required and Experience using Epic application Preferred

Knowledge, Skills, & Abilities

Flexible, detail-oriented and organized, patient scheduling, good analytical and problem solving/critical thinking ability. Required Enthusiastic, positive and approachable individual. Required Must possess conflict management, emotional intelligence Ability to function independently and as a team player in a fast-paced environment. Required Must have strong written and verbal communication skills. Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (. printers, copy machine, multi-line phone, FAX machine, . Required Call Center telephone etiquette Preferred Patient and referring provider satisfaction Preferred Knowledge of healthcare operations Preferred Strong understanding of the AIDET/HEAT communication model and strong call center relationship building skills strongly Preferred

Licenses and Certifications

Certified Healthcare Access Associate (CHAA) Required

Additional Licenses and Certifications

related medical certification, or take and pass Required

Physical Demands

Standing Occasionally Walking Occasionally Sitting Constantly Lifting Rarely 20 lbs Carrying Rarely 20 lbs Pushing Rarely 20 lbs Pulling Rarely 20 lbs Climbing Rarely 20 lbs Balancing Rarely Stooping Rarely Kneeling Rarely Crouching Rarely Crawling Rarely Reaching Rarely Handling Occasionally Grasping Occasionally Feeling Rarely Talking Constantly Hearing Constantly Repetitive Motions Frequently Eye/Hand/Foot Coordination Frequently

LOCATION

University Hospitals is a national leader in healthcare that takes pride in calling North-East, Ohio home. With more than 150 locations throughout Cleveland and the surrounding metropolitan areas, UH provides unique opportunities to deliver world-class care in the communities where our employees live, work, and play.

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