Community Health Centers, Inc.
Job Description
Job Title: Referral Services Representative
Job Code: 202
FLSA: Nonexempt
Department: Center
Reports to: Medical Records/Referrals Service Manager
Created/Revised: 07/2012, 05/2013, 06/2014; 10/2022
Scope of Position:
The Referral Services Representative is responsible for providing first class customer service and ensures that all necessary patient data is completed and coordinated properly, accurately and thoroughly. The Referral Services Representative provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
Corporate Responsibilities:
- Adheres to the mission, vision, and values.
- Treat patients, staff and visitors with courtesy, sensitivity and respect.
- Maintain patient confidentiality.
- Adhere to policies and procedures.
- Adhere to CHC Quality Policy and participates actively in Quality Improvement Process activities.
- Follow Safety and OSHA requirements.
- Participate in cross training activities.
- Adhere to the CHC dress code and maintains a professional appearance.
- Attend required meetings and participate on committees as requested.
- Enhance professional growth and development by attending in-service meetings and continuing education programs.
Essential Physical/Mental/Emotional Requirements of Position:
- Standing for short periods of time
- Sitting for long periods of time
- Bending
- Stretching
- Walking short distances
- Lifting up to a minimum of 10 pounds
- Transporting up to a minimum of 10 pounds, short distances
- Working with small implements requiring accuracy and precision
- Operating equipment (computer, keyboard, calculator, scanner, telephone, etc.)
- Reading forms/instructions/technical information
- Following non-technical/technical directions
- Speaking understandably to people of various ages, educational levels, cultural backgrounds in person/by telephone
- Hearing verbal conversations with people of various ages, educational levels, cultural backgrounds in person/by telephone
- Working under tight deadlines
- Making decisions with varying amounts of guidance
Health/Safety Considerations of Position:
Minimal exposure to infectious/contagious illnesses, depending on exact work location.
Primary Responsibilities and Specific Duties:
- Participate in team meetings to communicate and address patient care and operational requirements.
- Answer the telephone in a courteous and professional manner.
- Take accurate, detailed messages from patients for providers and other office staff.
- Answer phone queries from other medical facilities, public health units, etc.
- Assist with routine office duties as needed.
- Accurately processes referrals and orders, including the timely tracking of referrals and orders for completion.
- Perform a variety of duties associated with referring patients to other specialist or institutions for additional health care.
- Review and explain the referral process to the patient including, but not limited to steps that are involved, who the referral providers are and how to contact a hospital or referral specialist office.
- Obtain insurance authorization as needed.
- Ensure all necessary consents are available, or make arrangements to obtain them.
- Process all incoming and outgoing patient data information to ensure appropriate coordination and continuity of patient care.
- Responsible for monitoring faxes, P2P and accurately attaching documents to correct patient account, using appropriate naming conventions.
- Maintain patient confidentiality at all times in accordance with HIPPA regulations.
- Perform other duties as assigned.
Qualifications:
Education:
- High school diploma or equivalent is required; some business classes, vocational/technical training preferred.
Certification/Licensure:
Experience:
- At least 1 year previous experience in a medical office setting and knowledge of E-Clinical software or equivalent is required.
Special skills:
- Skill in creating an atmosphere conducive to customer friendly relations by providing, memorable, courteous, friendly and prompt customer service.
- Bilingual (English/Spanish) communications skills helpful.
- Ability to show courtesy and respect to all customers.
- Ability to be a team player.
- Ability to effectively handle multiple tasks in a fast paced environment.
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
- Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers; typing and computer skills.
Other requirements:
- Able to work flexible hours as needed.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
I have read and understand the contents of this job description.
