Referral Management Coordinator I

About the role

This position provides external referral triaging, care coordination, and closed-looped communication with referring providers related to care requested at Gillette. Performs referral review duties under the direction and guidance of Capacity Planning leadership. Reviews all referrals for administrative, clinical completeness and appropriateness. Collaborates with case managers, referral coordinators, clinic nurses, and referring and internal providers to ensure all patients are booked at the right time, with the right provider, within the appropriate specialty setting.

This is a remote opportunity; however, the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul, MN as needed.

Responsibilities

• Utilizes information provided via phone, fax, or online submission form to create patient’s profile within EMR
• Transcribes clinical information provided to inform internal providers of patient status
• Utilizes effective communication methods with patient, caregivers and healthcare teams across specialties within, and external to, Gillette to ensure patients are placed at the correct time, with the correct provider, and has any necessary ancillary services
• Obtains and updates patient demographic, financial, and medical information with a high level of accuracy
• Provides quality, complete, and timely scheduling & registration of patients
• Effectively communicates in both verbal and written documentation
• Proactively contacts patients and families for appointment scheduling and pre-clinic planning
• Schedules across all medical and integrative care services, recognizing the appropriate timeframe for services based on the patient’s unique needs
• Coordinates appointment appropriateness and ‘urgency’ in collaboration with internal providers and/or clinic nurses
• Verbally collects record information to be sourced by HIM team for the purposes of informing internal teams of pertinent medical history
• Consults with providers, nurses, provider relations liaisons, and leadership to resolve complex patient situations
• Actively enrolls new patients to our patient portal and appointment reminder systems so they’re able to access care information through multiple modalities
• Provides pertinent details for scheduled visits including: NPO guidelines, sleep instructions, required imaging, and other expectations
• Protects patient confidentiality in alignment with HIPAA expectations
• Provides feedback regarding access barriers and patient feedback with a goal of improving the patients’ experience
• Informs Capacity Planning leadership and Provider Relations Liaisons of opportunities to streamline referral process
• Provides closed-loop communication with referring providers regarding referral status
• Collaboratively communicates with internal providers for accurate triage as applicable

Requirements

• High School Diploma or GED
• 1 year of experience in customer service, administrative, or healthcare settings
• Full time hours (1.0 FTE)

Qualifications

• Experience working with medical referrals (preferred)
• 2 years of experience in a healthcare setting (preferred)
• Knowledge and understanding of basic medical terminology
• Strong computer aptitude including knowledge of Microsoft Office (Word, Excel, Outlook)
• Demonstrated strength in communication, customer service, organization, attention to detail and the ability to work independently
• Ability to multi-task and respond quickly or reprioritize based on changing needs
• Strong teamwork skills
• Experience with insurance carriers including medical assistance programs

Pay

The hourly wage for this opportunity is $21.83/hour to $32.72/hour, with a median wage of $27.27/hour. Pay is dependent on several factors including relevant work experience, education, certification & licensure, and internal equity.

Benefits

Gillette offers a competitive benefits package that includes:

• Retirement savings match
• Tuition and certification reimbursement
• Paid time off
• Health and wellness benefits for 0.5 FTE and above