REFERRAL COORDINATOR LEAD

Company Description Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community. Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.

About the role

The role of a Referral Coordinator Lead involves coordinating specialty referrals for patients at Axis Community Health, including insurance authorization and electronic documentation transmission. They also provide leadership to the Referrals team, assist in implementing new processes, and ensure compliance with HIPAA guidelines. Additionally, they work to improve staff efficiency, serve as a liaison between departments, and deliver exceptional customer service to all patients.

Qualifications

• High School Diploma or equivalent is required.
• Minimum two (2) years of experience in a medical office with experience as a Lead/Supervisor is preferred.
• Knowledge of HIPAA guidelines.
• Knowledge of medical terminology is required.
• Excellent customer service and problem resolution skills.
• Experience in and the ability to efficiently manage multiple projects at a time.
• Ability to work accurately and efficiently.
• Verbal fluency in English and Spanish is preferred.
• Strong analytical, employee relations, and interpersonal skills.
• Excellent writing, business communication, editing, and proofreading skills.
• Ability to interact effectively and in a supportive manner with persons of all backgrounds.
• Proactive, self-motivated and able to work independently in a fast-paced environment as well as on a team with the ability to exercise sound independent judgment.
• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
• Ability to establish and maintain positive and professional working relationships.
• Ability to organize and set priorities and be able to adjust priorities quickly as circumstances dictate.
• Must be able to be at work regularly and on time.
• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.
• A can-do attitude with attention to detail.
• Ability to type a minimum of 35 WPM with minimal errors.
• Must have good computer skills required using Microsoft Office and the ability to use Axis departmental systems.
• Epic knowledge is a plus.
• Must be able to use office equipment (i.e. copier, fax, etc.).

Responsibilities

• Processes and coordinates specialty referrals for patients of Axis Community Health, which includes insurance authorization, transmission of electronic documentation, and completion of follow-up responsibilities.
• Provides leadership to the Referrals team and assists Clinic Operations Manager in implementing new processes.
• Monitor referral work queues to support timely processing and resolution of referrals and authorizations.
• De-escalate and resolve patient issues, grievances, and inquiries, as necessary.
• Collaborate with providers, clinic staff, care teams, billing staff, and external specialty offices to resolve referral barriers and support continuity of care.
• Maintains a current understanding of clinic operations and procedures.
• Ensures compliance with HIPAA guidelines and protocols in all patient, referral, and administrative activities.
• Provide leadership and day-to-day guidance to the Referrals Team and assist the Clinic Operations Manager in implementing new processes and operational improvements.
• Provide ongoing coaching, mentoring, and support to Referral Coordinators.
• Support the Clinic Operations Manager in ensuring workflow coverage and continuity of department operations.
• Identify workflow barriers and recommend solutions to improve efficiency, patient access, and service delivery.
• Train and onboard Refer