Patient Experience Specialist-Referrals

Purpose of Job

Improves the overall health of the communities we serve by successfully answering and directing incoming calls, coordinating referrals, and managing health records.

Essential Duties And Responsibilities

• Provides excellent customer service as the first point of contact for CHAS Health.
• Determines needs of caller and manages calls appropriately.
• Delivers accurate information about CHAS Health including, but not limited to, services, locations, and providers.
• Responds to requests for copies of health records; ensures appropriate paperwork (release of information, subpoena, etc.) is on file, proper payment has been collected and logs details of request for health information.
• Processes, stores and retrieves electronic health information.
• Maintains and utilizes a variety of health record indexes, storage and retrieval systems.
• Processes referrals in a timely fashion, including sorting and processing referral by indicated urgency and date.
• Refers patient to specialist based on each insurance company’s available specialty network.
• Documents patient cases, health information and referral requests appropriately in patients’ medical record.
• Performs other duties assigned, including supporting the CHAS Health Mission and Core Values.

Qualifications

• High school diploma or equivalent preferred.
• Some college preferred.
• Experience with databases, electronic health records, and release of information preferred.

Skills

• Attention to detail required.
• Knowledge of HIPAA regulations required.
• Excellent customer service, oral and written communications skills required.
• Calmness and compassion for patients required.
• Must be able to work well in team environment.
• Able to multi-task in fast-paced work environment, with ability to anticipate future needs.
• Computer skills required.
• Valid drivers’ license and insurance required.

Physical Demands

• Sitting at a workstation over 3/4 of the day.
• Able to move around the facility under 1/3rd of the day.
• Reaching and using hands over 2/3rds of the day.
• Communicating is also required over 2/3rds of the day, while climbing, stooping or crawling is minimal.
• Able to lift as much as 35 lbs.

Our Core Values

• Social Responsibility
• Patient-Centered
• Entrepreneurship
• Respect for Human Dignity
• Commitment to Continuous Quality Improvement
• Fun

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at CHAS Health will be based on merit, qualifications, and abilities. CHAS Health does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, gender identity and expression, sexual orientation, national origin, age, disability, or any other characteristic protected by law.