Referral Representative | FT | Weekdays | Le Bonheur Outpatient

About the role

The Referral Representative I processes basic but routine teleservice calls that involve physician referrals and appointment requests. They model appropriate behavior as exemplified in MLH Mission, Vision and Values.

Responsibilities

• Processes incoming teleservice calls involving physician referrals, health information requests, physician-to-physician access, and service referral.
• Determines caller’s needs and provides requested information, assistance, or service using interviewing skills as needed.
• Documents call information using established and somewhat complex guidelines.
• Processes specialized teleservice calls following pre-established guidelines.
• Processes calls that may include paging, outbound surveys, and appointment scheduling for patients.
• Offers assistance to patients, patient’s families, customers, physicians, and other referral sources by providing information, printed and verbal, related to available services based on identified customer needs.
• Performs other job functions as assigned or requested.

Requirements

• Required - High School Diploma or Equivalent
• Required - 1-3 years of customer service, collections or call center experience
• Ability to communicate verbally with Associates, management and physicians
• Ability to understand moderately complex written materials, such as technical manuals
• Ability to work independently and exercise independent judgment
• Ability to organize multiple tasks and projects and maintain control of own work flow
• Ability to type 25-30 wpm on computer
• Ability to evaluate problematic situations and adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue
• Demonstrates discretion in dealing with confidential information and sensitive issues
• Proven record of providing excellent customer service both internally and externally

Qualifications

• Ability to communicate verbally with Associates, management and physicians
• Ability to understand moderately complex written materials, such as technical manuals
• Ability to work independently and exercise independent judgment
• Ability to organize multiple tasks and projects and maintain control of own work flow
• Ability to type 25-30 wpm on computer
• Ability to evaluate problematic situations and adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue
• Demonstrates discretion in dealing with confidential information and sensitive issues
• Proven record of providing excellent customer service both internally and externally

Skills

• Verbal communication
• Written communication
• Problem-solving
• Customer service
• Organizational skills
• Technical skills (using established guidelines)

Benefits

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.

Company Information

For over a century, MLH has served the health care needs of the people of Memphis and the Mid-South. Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.