Patient Referral Representative

JOB SUMMARY

The Patient Referral Representative handles processing, follow up and communication to patients for referrals and/or procedure orders that are generated by providers. This position provides services that will support the success of the Medical Center Clinic referrals program. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identify self to internal and external customers by wearing identification badge at all times.
• Greet patients with courtesy, respect and a “personal touch”. Answer questions and direct requests appropriately and efficiently.
• Receive and process patient referrals from medical providers for specialty care, lab tests and procedures. 
• Accurately and efficiently processes referrals to specialists, hospitals and diagnostic centers in accordance with physician orders ensuring patients are scheduled timely for required services in the most appropriate setting 
• Identify appropriate referral resource for service; enter into referral tracking system for specialty appointment.
• Document and monitor status for all referrals through appointment scheduling, patient notified, appointment completion and results received from specialty provider. Make phone calls according to a predefined protocol (48 hours in advance) to all New patients. 
• Assist in coordination of referrals to other MCC services.
• Run referral tracking system reports to track open appointments and referrals and to make follow-up appointments as necessary. 
• Track referrals in a predefined format, report referral information monthly to VP Operations in a formal meeting. 
• Maintain a strong knowledge of MCC services available for New patients.
• Develop a first-hand knowledge of certain procedures (hearing test, colonoscopy, trigger point injections, pain management blocks, etc.). Specific areas for knowledge development will be determined with VP Operations.
• Make phone calls according to a predefined protocol (48 hours in advance) to all New patients after their visit to inquire regarding questions, MCC services and other matters. (NOTE: MCC will make New patient satisfaction survey calls outside this position. Results of that survey will directly impact performance evaluations for this position).
• Address New patient complaints through a formal logging system. Look for trends and recommend solutions to consistent issues identified. 
• Attend department meetings during and after hours as necessary to ensure proper coordination of services to New patients. 
• Special projects as assigned.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities. 
• Perform other duties as may be assigned cheerfully and willingly

EDUCATION/EXPERIENCE REQUIREMENTS

• High school diploma or General Educational Development (GED) equivalency. BS or BA degree preferred.
• One year of experience in customer service with medical office experience highly preferred. Bachelor's Degree maybe substituted in lieu of experience.

KNOWLEDGE, SKILLS AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills. 
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Ability to learn quickly and adapt to rapidly changing environments.
• Must have working knowledge of a variety of computer software applications in word processing, spreadsheets, database, presentation software (MSWord, Excel, Access, PowerPoint), Outlook, and internet and the ability to quickly learn New applications.
• Proficient in use of English language both in written and verbal communication. 
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Medium (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to ¼ of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, walking, holding, stooping, and kneeling) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints. 
• Must be able to work under stress and remain calm and professional. 

WORK ENVIRONMENT

• Office environment.
• Exposed to frequent and constant interruptions in daily functions/schedule. 
• Must be available to customers and staff throughout the day. 
• May be required to work extended hours to meet department needs