Central Referral Representative

The Central Referral Representative is responsible for coordinating outpatient testing and specialist referrals, which are generated by clinic Providers in the United Health Center system. Answer incoming telephone calls from patients and physician offices, and calling to inquire about existing referral appointments. The Central Referral Representative works with patients, insurance carriers, and physician offices in a professional and courteous manner. The Referral Representative is responsible for maintaining a well-organized work station and documenting benefits, appointments and orders in I2I tracks, an electronic data base.

Coordinates referrals to specialty providers.

Coordinates orders for outpatient testing.

Schedules appointment, advises patient, prepares referral packets and mails it to patients’ home.

Completes and faxes order form.

Coordinates follow-up.

Maintains up-to-date documentation in I2I.

Addresses questions from patients via telephone and in person related to specialty appointments and procedures.

Answer incoming calls on a multi-line phone system.

Copying/scanning.

Promptly and courteously answers and screens phone calls for the department; routes call as appropriate within established customer service guidelines; accurately records messages and delivers to the appropriate party in a timely manner; checks voicemail frequently.

Provides outstanding customer service to internal and external customers.

Reports any potential customer concerns or complaints immediately to management.

Utilizes protocol for patient look up to ensure accurate identification of patient to ensure data integrity and patient safety.

Daily, print, plan and review of I2I report.

Reporting any potential time constraints or bottle necks that could prevent you from completing referral to designated provider and / or care team.

EDUCATION AND LICENSE/CERTIFICATION:

High School Graduate or Associate’s Degree preferred.

PRIOR EXPERIENCE:

Preferred 2 years of experience in a health center setting

Knowledge in scheduling

Knowledge of referral processing

SKILLS:

Bilingual (English/Spanish) required

Able to quickly build and maintain rapport with patients and providers of differing backgrounds

Team player

Customer-service expertise.

Strong computer skills

Positive professional insight

Flexibility and dependability

Demonstrated good problem-solving skills; sound judgment

Good writing skills.

Modern office practices and procedures including email

Attention to detail and excellent follow-through on work tasks

Able to handle multiple tasks simultaneously

PHYSICAL REQUIREMENTS:

Must be able to lift up to 20 pounds and push up to 50 pounds (on wheels).

Must be able to hear staff on the phone and speak clearly in order to communicate information to patients and staff.

Must be able to read memos, computer screens, personnel forms and clinical and administrative documents.

Must have high manual dexterity.

Must be able to reach above the shoulder level to work, must be able to bend, squat, sit, stand, stoop, crouch, reach, kneel, and twist/turn

ADDITIONAL JOB INFORMATION:Hours of Operation: Must be available to work non-standard hours and overtime based on work volume. Hours of operation are 8:00 AM to 8:00 PM, schedules may vary. Successful applicants must be flexible with their start and end times, as work hours will be based on the business needs of our internal and external customers. Applicants will be required to rotate and work a variety of shifts, which may include weekends. Travel: may be required to travel to other health centers and community events.ID: 2020-1708 Street: 3875 W. Beechwood