Referral Specialist

About the role

The Referral Specialist manages all internal and external referrals across UChicago Medicine’s Ambulatory and outpatient footprint. The position is a flexible/remote opportunity.

Responsibilities

• Delivers and maintains an exceptional level of personal attention to all patients referred to UChicago Medicine (UCM)
• Manages all assigned referral (internal and external) work queues
• Performs outreach to every assigned patient via telephone, My Chart, email and other electronic means to complete schedule or care coordination of referrals
• Exhibits mastery of specialized Access Center processes including but not limited to questionnaires, subgroups, auto search, radiology scheduling workflows, pre-registration, message templates, and referral capture and insurance plan networks
• Identifies and promotes other practices or services the patient may also need by closing engagement requests and scheduling any outstanding orders/referrals identified via CRM
• Drives and supports the UCM revenue cycle by minimizing potential financial risk of patient accounts through insurance registration and financial clearance activities
• Ensures patient’s account is financially secure
• Communicates out of pocket expense to the patient and tries to collect the identified out of pocket expense
• Answers all telephone calls for multiple queues and branded marketing lines across UCM
• Affords critical judgement and ensures appropriate resolution for the inquiry or issue; understands when to escalate calls
• Attempts to handle calls through a first call resolution, inclusive of scheduling, pre-registration, and financial clearance
• Works cooperatively in a team environment and supports a flexible structure to ensure success of the UCM Access Center
• Demonstrates adaptability in providing coverage for multiple queues for unexpected absences, events or call volume variances
• Utilizes exemplary telephone etiquette to ensure we provide exceptional customer service
• Keeps up to date on UCM providers, services and locations across the organization
• Schedules all physician consults generated from the PHA practices and captures the referral in network
• Answers all telephone calls for multiple queues and MyChart help lines across UCM
• Understands and becomes a subject matter expert with MyChart, open, and direct scheduling
• Provides MyChart password assistance
• Provides proxy access to parents/guardians of minor children

Requirements

• High school diploma or equivalent
• Two to three years of demonstrated hospital and patient accounts experience with extensive knowledge in third-party payor/regulatory agency requirements and general medical terminology
• Excellent customer service skills
• Good analytical and problem-solving ability
• Experience in basic computer software programs (Microsoft Word, Excel and Outlook)
• Typing required (minimum 25-30 wpm)
• Ability to handle high volume of work in a busy contact center

Preferred Qualifications

• Previous epic experience

Position Details

Job Type/FTE: Full Time (1.0 FTE)
Shift: Days
Work Location: Onsite - Burr Ridge Access Center
Unit/Department: Administration
CBA Code: Non-Union

About Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits. The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position. The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union. Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine .