Referral Specialist 2 - USFTGP Genesis

About the role

The Referral Specialist II coordinates and processes referrals across all Florida Health Sciences departments to ensure timely patient scheduling, accurate transfer of clinical information, and seamless access to care. This role serves as a primary point of contact for patients and providers, delivering high-quality customer service while screening, tracking, and routing internal and external referrals.

Responsibilities

• Independently manages complex and high-risk patient referrals, ensuring accuracy, completeness, and timely progression through the referral workflow across multiple service lines.
• Serves as a subject-matter expert for referral processing, scheduling protocols, and insurance authorization requirements, providing guidance to peers as needed.
• Covers for other staff during their absence and performs Patient Access functions including registration, pre-registration, scheduling, and benefit verification to maintain smooth clinic operations.
• Maintains accurate and timely documentation of referral and appointment activity in the EHR, supporting data integrity and downstream reporting needs.
• Supports patient access benchmarks, timeliness goals, and patient experience standards by identifying opportunities for process improvement.
• Adheres to HIPAA, compliance, and organizational policies, modeling best practices for confidentiality, accuracy, and patient safety.
• Provides informal mentorship and on-the-job support to newer staff, reinforcing standard work and quality expectations.

Requirements

• High School Diploma or GED
• 3+ years of customer service, front desk, and/or scheduling experience in healthcare
• Completion of 6-month probationary period in Referral Specialist role

Qualifications

• Working knowledge of referral management workflows, including intake, review, coordination, and end-to-end status tracking of patient referrals
• Working knowledge of scheduling protocols, provider availability, visit types, and clinical prerequisites to independently complete referrals
• Working knowledge of medical terminology sufficient to assess referral completeness and accuracy
• Working knowledge of HIPAA and patient privacy regulations related to patient access and continuity of care
• Proficiency in EHR systems, referral management tools, scheduling platforms, and internal communication systems to support independent referral processing
• Strong written and verbal communication skills to engage professionally with patients, providers, and internal/external stakeholders using AKTiVE principles
• Strong organizational skills with the ability to manage higher referral volumes while maintaining accuracy and timeliness
• Strong customer service skills to resolve routine patient and provider concerns
• Ability to independently manage referral workflows and prioritize competing demands
• Ability to identify referral issues and escalate appropriately based on established processes
• Ability to validate insurance benefits, including coverage details, authorization, and referral requirements, and identify discrepancies
• Consistent ability to maintain accurate, complete, and timely referral documentation

Skills

• Strong written and verbal communication skills
• Strong organizational skills
• Ability to manage higher referral volumes
• Ability to resolve routine patient and provider concerns
• Ability to identify referral issues and escalate appropriately
• Ability to validate insurance benefits
• Ability to maintain accurate referral documentation

Benefits

• Flexible schedule
• Competitive compensation
• Professional development opportunities
• Health and wellness programs

Pay

• $17.39 per hour

Schedule

• Full-time
• Monday - Friday, 8am-5pm