The position is accountable for daily management of the Referral Work queue including referrals and testing orders to external locations that UI Health Care has placed in their assigned clinic.  The primary role is management of the Referral WQ to ensure scheduling of the orders placed is expedited. The role will manage and oversee communication between external clinics and the assigned clinics to ensure no delays are encountered as the referral processes through the various points in the system. This includes managing and monitoring prior authorizations and ensuring appropriate medical records are requested and received.

The role will include scheduling, primarily making outbound calls, but may be asked to take incoming calls or cover the front desk as needed.  When scheduling, the staff member ensures all necessary preparatory tests and obtains records to maximize the efficiency of the visit.  In addition, ensures notification about their upcoming appointments.

Duties:

·        Respond efficiently, accurately, and professionally to requests
·        Daily management of the referral process and referrals on the assigned referral WQ
·        Monitors and updates status of all referrals to ensure timely review and action
·        Gather referral form/notes/imaging and other records needed for triage
·        Communicates with clinic to ensure timely turnaround for triage requests
·        Schedule, cancel, and reschedule patient appointments through negotiations and referred to clinic  
·        Coordinate patient appointments with other clinics
·        Work the Epic Referral work queues
·        Make outbound calls
·        Fax/scan
·        May greet and assist the public, patients, students, faculty, and staff 
·        May provide information relative to the area of assignment and according to established guidelines.
·        May gather, collect, processes requests, and classifies information according to established guidelines, requiring independent judgment in the selection of materials and using a variety of communicative sources
·        May do clerical duties of checking in patients
·        May perform other duties as assigned  
·        Notifies supervisor of referral issues, bottlenecks, or delays
·        Provides feedback to management on means to achieve goals and resolve service issues
·        Partners with clinic staff to optimize identified issues and bottlenecks with workflows
·        Serve as an intermediary between patients, nursing personnel, front line staff, providers, and stakeholders concerning scheduling concerns and medical needs
·        Collaborate with peers and co-workers to enhance the delivery of health care.

Requirements:

• Any combination of related clerical office experience, related undergraduate education, and/or post high school clerical training that is the equivalent to two years of full-time employment.
• Public Contact/Customer Service
• Medical Terminology

Desired: 

·        Experience with EPIC
·        Customer service experience in a healthcare setting
·        Demonstrated excellent written/verbal communication