Referral Coordinator

About the role

As a Referral Coordinator at Concentra, you will be a vital member of our patient care team, playing a crucial role in providing exceptional care to our patients. You will maintain high standards for quality and an exceptional patient experience in accordance with Concentra’s policies, procedures, and applicable regulations. The Referral Coordinator processes referrals and authorizations and works closely with physicians, employers, and payers to achieve a positive impact on patient outcomes.

Responsibilities

• First point of escalation for all case-related issues requiring guidance.
• Responsible for daily completion of assigned patient referrals while meeting production requirements.
• Reviews, processes, and supports diagnostic, specialty, and physical therapy referral requests by Concentra sites as defined by the market.
• Obtains authorization for referrals and schedules appointments accordingly.
• Ensures that appropriate networks and Concentra Advanced Specialists are used when applicable.
• Provides all necessary information (medical records, transcripts, etc.) to the payer.
• Communicates with stakeholders—payer, employer, and patient—as appropriate and as per Service Package indications.
• Records all appropriate information via the OA/CR module of OccuSource per Policy & Procedure.
• Builds relationships with the provider and payer community.
• Handles inbound and outbound calls according to the service guidelines of the department.
• Participates in quality assurance programs, including case review and ongoing training sessions.

Requirements

• High School Diploma or GED.
• At least 1 year of job-related experience.

Skills

• Concentra Core Competencies: Service Mentality, Attention to Detail, Sense of Urgency, Initiative, and Flexibility.
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions.
• Outstanding customer service skills and the ability to deal with people in a manner that shows tact and professionalism.
• Ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies.
• Familiarity with Microsoft Excel, Outlook, and Word.
• Excellent time management skills, including the ability to multitask and prioritize in a fast-paced environment.
• Excellent communication skills (both written and oral) and ability to communicate effectively with colleagues at all levels of the organization.
• Must display proper business etiquette and be skilled in diplomacy and tact.
• Attention to detail and ability to build and maintain productive business relationships.

Physical/Mental Requirements

• Continuously required to sit, talk, and hear, and utilize fingers for typing, flexing, or extending the wrist to perform other job-related tasks.
• Continuously required to use hands and fingers to feel, handle, or operate PC, office equipment, and/or other tools.
• Occasionally required to stand, walk, reach (may involve overhead reaching), lift or carry up to 25 pounds, stoop, bend, kneel, or squat.
• Ability to hear and understand with clarity and detect sound on a continuous basis, and have conversations with staff, patients, customers, management, etc.
• Normal or corrected vision to acceptable levels for common office work, including viewing and typing on computer screens for variable periods of time.
• May have imposed pressure on a routine and frequent basis to meet various deadlines, handle stressful and unpredictable situations, and manage confidential and sensitive information with care.

Benefits

• 401(k) Retirement Plan with Employer Match.
• Medical, Vision, Prescription, Telehealth, & Dental Plans.
• Life & Disability Insurance.
• Paid Time Off & Extended Illness Days.
• Colleague Referral Bonus Program.
• Tuition Reimbursement.
• Commuter Benefits.
• Dependent Care Spending Account.
• Employee Discounts.

Pay

This position is eligible to earn a base compensation rate in the state range of $23.17 to $27.88 hourly, depending on job-related factors such as level of experience, geographic location where the work is performed, and/or seniority.