Referral Coordinator

About the role

The Patient Navigator’s primary function is to build a relationship with new patients and referring physicians’ offices to coordinate a plan of care including education and support services for neurosurgery consultants at BBS. Collaborates with the physicians and staff of Barrow Brain and Spine to provide patients with the highest quality of care and services or new patient referrals.

Responsibilities

• Process all incoming faxes
• Review records to make sure all required records are received
• Request missing information from referring office or patients
• Assign an appropriate provider upon receipt of all required records
• Answer new patient calls from new patients and referring physician’s offices
• Provide information on new patient processes (records required for consultation)
• Answer general questions
• Process new patient’s incoming mail
• Upload CDs to Ambra
• Scan records to PDF format
• Process NP online request every morning (Infusion/Online NP request)
• Reply via email or call depending on the situation
• Respond to Care Coordinator’s questions
• Process imaging requests sent to SMIL, Simon Med or Banner
• Process new patient referrals sent by Portal
• Respond to voicemails left throughout the day before the end of the day from new patients and referring physician’s offices
• Process incoming images sent electronically via Ambra/mail/patient drop off (X‑rays)
• Act as a liaison between provider and patient
• Keep detailed records of every case
• Coordinate with various providers and their staff to meet patient needs
• Maintain knowledge about available resources and the process to access needed resources
• Provide education/information throughout all phases of patient care to clients and/or families to maximize the patient/family ability to understand and adhere to medical recommendations
• Ensure all initial consultations, pertinent notes, lab slips, radiology and pathology reports are available to the physician prior to patient arrival
• Represent physicians by screening incoming telephone calls, recording and transmitting messages, screening new patients and visitors
• Maintain patient confidence and protect operations by keeping information confidential and following HIPAA guidelines
• Keep office equipment operating by following operating instructions, troubleshooting breakdowns, maintaining supplies, performing preventive maintenance and coordinating repairs
• Update job knowledge by participating in educational opportunities
• Enhance physician office reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
• Provide coverage for other positions as requested
• Support BBS Compliance program by attendance in annual training and following compliance guidelines

Requirements

• Ability to type 25 WPM with demonstrated working computer knowledge
• Reports to work regularly without undue tardiness
• Maintains a positive attitude and demonstrates the utmost in professionalism
• Completes work accurately and in a timely manner with the ability to multi‑task
• Demonstrates excellent oral, written & telephone communication skills, along with tact, diplomacy, and strong customer service orientation
• Prioritizes work activities and receives and assumes multiple job duties
• Maintains effective working relationships with physicians, administration, BBS staff members, and hospital personnel
• Follows BBS’s policy and procedures
• Basic knowledge of medical terminology and ICD10 and CPT coding

Qualifications

• High school diploma or G.E.D.
• Two years’ experience in an administrative capacity in a specialty practice or hospital setting is preferred
• Knowledge of Microsoft office systems, Athena One or other EMR system
• Insurance verification and pre‑certification experience