Referral Coordinator, Communications Center at Rochester Regional Health – ROCHESTER, New York

Job Title: Referral Coordinator, Communications Center
Department:
Location:
Hours Per Week:
Schedule:
Sign-On Bonus:

SUMMARY:
Referral Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers and payers throughout the patient’s healthcare experience. Serves as the first point of contact for patients and physicians to coordinate services across the system. Refers to and schedules appointments, registers seminars and classes, navigates patient inquires, and communicates courteously throughout the delivery of care. Aims always for first call resolution. Collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit, and maintains all of its support processes.

Unit/Department Specific Info>

RESPONSIBILITIES:

• Customer Service. Provide courteous, attentive and prompt service to all those you work with and support
• Collaboration. Work well with others in different departments and organizations to deliver a seamless, exceptional customer experience
• EMR (Electronic Medical Records) utilization. Proper use of an EMR to communicate with patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries
• Portal management. Enroll and activate patient portal accounts, answer questions and/or resolve any user issues.
• Acts as a key referral liaison to community provider offices, serving as a primary point of contact for private physicians to manage all types of interactions into RRHS.
• Compliance. Ensure your work is compliant with all policies and procedures

REQUIRED QUALIFICATIONS:

• None.
  

PREFERRED QUALIFICATIONS:

• Embraces a culture of customer-centric behavior and innovation critical to success in this role.
• Possesses strong customer service skills and the ability to demonstrate compassion and
  empathy.
• Prefer knowledge of medical terminology.
• Strong verbal and written communication skills including good voice quality, good diction, and
  articulation are strongly preferred.
• Must be available to work a flexible schedule that may include evening, weekend and holiday
  shifts.
• Prefer knowledge of function and relationships within a hospital environment
• Must be able to multitask, handling phone conversations with consumers while accurately
  entering data in the computer while continuing to focus on the customer.
• Proficiency in use of computers.
  Associates Degree preferred
• Two (2) years customer service experience preferred, ideally in a health care setting

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

LICENSES/CERTIFICATIONS:

• CHAA - Certified Healthcare Access Associate - National Association of Healthcare Access Management (NAHAM)

PAY RANGE: $18.00 - $23.50

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, clinical licensure date, relevant qualifications, specialty, internal equity, location, and contracts.