Patient Referral Coordinator (Remote) - CAP Referral Management, Southwestern Health Resources (SWHR)

Education

• High School Diploma or equivalent required.

Experience

• Require 1 year Customer Service or Medical Office experience.
• Customer Service Associate II experience helpful.
• Referral Processing, Healthcare Scheduling or Health Care Office experience preferred.
• Demonstrated knowledge of Intermediate Computer Skills preferred.

Skills & Abilities

• Requires knowledge of computers, office equipment, and other administrative tasks.
• Requires data entry skills.
• Requires excellent telephone etiquette.
• Requires ability to work with confidential information on daily basis.
• Requires ability to communicate effectively with various levels of internal and external contacts.
• Requires ability to work with confidential information on daily basis.
• Ability to provide “customer service focus”. Interpersonal and teamwork skills to contribute to objectives of organization.
• Adaptability/flexibility to react positively to changes in work environment.
• Initiative to improve productivity and quality of work.
• Ability to plan and organize work in logical and efficient manner.
• Testing may be required. 

Position Responsibilities

Patient Referral Coordinator will provide support as a single point of contact for patients, physicians and employees to access multiple clinical services while maintaining a high level of customer service to all internal and external customers.

Position Functions

• Patient Phone Calls:

◦ Serves as one point of contact by answering patient phone calls utilizing department guidelines. Maintain dialogue to determine patient needs in order to refer to appropriate clinical area.

◦ Schedules patient appointments based on clinical protocols and knowledge regarding services provided in all clinical areas.

◦ Utilizes the computer system to document detailed patient information in the patient and physician telephone encounter regarding the reason for appointment request, symptoms or diagnosis, and purpose of visit with clinic.

◦ Provides available appointments across clinical areas when services overlap under patient phone calls.

◦ Utilizes referral nurses as resource to ensure patients receive right level of care at appropriate time.

• Uses MCO guidelines to verify insurances that are currently accepted at UT Southwestern. Provides resources for patients regarding their insurance coverage. When necessary, problem solve by utilizing resources on campus when insurance coverage questions are beyond their scope of knowledge. Links appointments to the correct insurance and creates appropriate accounts in Epic as needed. Works closely with community physician offices to obtain referrals for patients.
• Collects clinic specific medical records needed for all specialty clinic appointments. Fax release of information requests on patient behalf to assist patients with collecting medical records. Scan medical records to the EMR after sorting by external record type (i.e. external lab, external office notes) so that they are readily available anywhere on campus.
• Sends out clinic specific new patient packets once appointment is scheduled. Collects program specific questionnaires and applications (i.e. transplant application, liquid diet program and breast questionnaires).
• Answers questions regarding specialty programs and clinics on campus to potential patients, mails pamphlets and other informational marketing materials to patients. Promotes UT Southwestern services to callers.
• Enter patient, clinic and marketing information calls into provided software to allow for analysis by marketing and senior leadership.
• Maintains patient confidentiality in accordance with university and department policy.
• Duties performed may include one or more of the following core functions: (a) Directly interacting with or caring for patients; (b) Directly interacting with or caring for human-subjects research participants; (c) Regularly maintaining, modifying, releasing or similarly affecting patient records (including patient financial records); or (d) Regularly maintaining, modifying, releasing or similarly affecting human-subjects research records.
• Performs other duties as assigned.

Why Southwestern Health Resources 

As a Southwestern Health Resources employee, you’ll enjoy, comprehensive benefits, including a 401(k) with match; paid time off; competitive health insurance choices; healthcare and dependent care spending account options; wellness programs to keep you and your family healthy; tuition reimbursement; a student loan repayment program; and more.

Additional perks of being an SWHR employee:

• Gain a sense of accomplishment by contributing to a teamwork environment.
• Positively impact patients’ quality of life.
• Receive excellent mentorship, comprehensive training and dedicated clinical and administrative leadership resources.
• Enjoy opportunities for growth.

Explore Southwestern Health Resources Careers for more information and to search all career opportunities.

Our Recruitment team invites you to contact us with any questions at recruitment@texashealth.org.