Coordinator, Central Referral Office (CRO)

About the role

The CRO Coordinator is responsible for the workflow, coordination, and processing of all patient referrals for specialty services in accordance with scheduling policy.

Responsibilities

• Utilizes EMR to coordinate inbound and outbound referrals for CARTI providers and services.
• Ensures appropriate documents are provided with outbound and inbound referral orders/requests, based on agreed-upon policy. Conducts necessary follow-ups to obtain missing documents.
• Registers patients in Centricity and contacts patients to schedule appointments based on provider-specific scheduling policies.
• Compiles new patient packets and sends them to new patients when applicable; notifies referring providers of patient appointments.
• Provides customer service by addressing patient, hospital, and provider inquiries and complaints in a timely manner. Initiates corrections to patient charts and works to repair relationships with patients.
• Interacts with co-workers, physician offices, hospitals, insurance carriers, and administration to resolve issues with minimal director intervention.
• Participates in patient satisfaction initiatives.
• Completes performance reviews and handles disciplinary actions for direct reports as needed.
• Maintains, reviews, and approves timesheets and vacation requests for the CRO team.
• Provides ongoing training to the CRO team as needed.

Work is subject to general review only and requires considerable accuracy and responsibility. Errors may adversely affect external and internal relationships and could result in major expenditures or impact patient welfare. Duties involve handling highly confidential data that influences administrative decisions.

Requirements

• High School Diploma or GED.
• 3 years of medical office scheduling experience.
• 1 year of management experience preferred.
• Working knowledge of specialized practices, EMR systems, and medical procedures.
• Ability to organize, analyze, and prioritize work.
• Exceptional communication and negotiating skills to interact with payers, providers, and patients.
• Detail-oriented with strong multitasking abilities.
• Ability to work closely with others and function as a team member.
• Initiative and drive to take projects from start to successful completion.
• Basic knowledge of medical terminology and anatomy.

Skills

• Ability to solve practical problems and handle situations with limited standardization.
• Ability to interpret a variety of instructions in written, oral, or schedule form.
• Strong interpersonal skills; must interact and communicate verbally and in writing with physicians, departmental personnel, and outside agencies while respecting patient confidentiality.

Physical Demands

• Regularly required to talk or hear.
• Regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, and reach with hands and arms.
• Specific vision abilities include close vision and the ability to adjust focus.

Work Environment

• Potential exposure to infectious diseases; appropriate vaccinations and safety training are provided.