Referral Coordinator OC

About the role

Responsible for creation and processing of referrals from healthcare providers and other referral sources into the CM database for order confirmations and shipment. Duties include validation of medical files and scanning them into customer accounts within the database, verifying patients' insurance benefits by contacting insurance companies and documenting accounts accordingly.

Responsibilities

• Processes leads from external departments to complete necessary documentation within the CM database.
• Organizes and updates customer records by reviewing and validating relevant information received about customers and loading it into the database.
• Completes inbound and outbound telephone calls in response to the referral as documented on the correspondence or HCP referral.
• Timely verifies medical insurance benefits for new and existing patients; existing customers with changes in insurance, and reactivated patients.
• Note in each account a brief and clear summary of insurance information received from the insurance carrier.
• Reviews each medical record received for missing documentation; checks physician's notes for appropriate diagnosis to justify Comfort Medical's service; verifies that the correct person has signed all paperwork such as physician’s orders, and other documentation requiring signature.
• Ensures the correction of deficient documentation and documentation requiring signature are received and filed in the required period.
• Researches and resolves issues regarding a customer's order; communicates with HCPs and insurance to gather relevant information and communicates the outcome to various stakeholders where appropriate.
• Completes and/or updates all pertinent records in company database using Corporate Compliance Guidelines.
• Establishes and maintains effective knowledge of policies, procedures, and skills required to complete job duties.
• Exceeds Quality and Quantity Performance Standards.
• Maintains effective working relationships with customers and/or co-workers.
• Skilled typing ability and knowledge of personal computers, hardware, software (ex. Microsoft Office Suite), and related applications and systems.
• Supports the Department’s Leadership Team in achieving departmental goals by completing tasks, continued training, etc.
• Available and flexible in scheduling to meet the changing business requirements of the position (includes working nights and weekends).
• Follows and observes all safety practices.
• Sets a positive example for co-workers by observing and adhering to all Departmental and Corporate Policies and/or Procedures.
• Occasionally, employees currently recognized as high performers through recent performance evaluations, or employees with current demonstrated productivity leadership compared to other employees on existing metrics may be asked to engage in overtime.

Qualifications

• High school diploma or equivalent.
• Minimum of one-year experience in a contact center.
• English/Spanish bilingual preferred.
• Willingness to engage in telephone direct sales.
• Ability to take initiative and work independently.

Preferred Qualifications

• Ability to interpret instructions and guidelines to make decisions and take necessary actions.
• Ability to follow complex instructions and guidelines to specific problems arising in the work area.
• Ability to navigate between different computer systems.
• Ability to apply instructions and/or guidelines as appropriate in the performance of duties.
• Ability to maintain composure during stressful situations occurring because of workloads and/or deadlines.
• Ability to communicate effectively (verbal and written).
• Ability to determine work priorities.
• Ability to work on one’s own initiative to achieve established goals and objectives.