CCSG Referral Coordinator, Neurology – Farmington – Full Time

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team. 

With limited supervision, the Referral Coordinator is responsible for ensuring that all incoming patients have a smooth and seamless path to their appointment. Collaboration with clinicians, nursing, and the lead medical assistant will be required to ensure operational excellence. With an approximate allocation of 85% administrative duties and 15% process management, the Referral Coordinator will directly manage the referrals and pre-authorizations process and incoming call processing for Neurology. In addition, this position will managed the process for incoming documents and collaborating with the medical and nursing staff to ensure that documents and In-Basket messages land with the appropriate clinical team. Duties may include creating reports to track productivity and efficiency of processes. This position requires a detail-oriented candidate with superior follow-through and organizational skills. It requires maintaining solid working relationships with a variety of providers, clinical team members and staff throughout the division.

Referrals and Pre-Authorization

1. Daily monitoring and management of the Epic Referrals Work Queue and the Pre-Authorizations Work Queue

2. Ensure the process is efficient and processes all incoming referrals each day.

3. Delegate tasks to call center agents to ensure daily metrics are maintained

4. Collaborate with the CRO to ensure effective operations of the referral process

5. Ensure an efficient process to triage referrals under the oversite of the clinical leadership

6. Track and report referral processing metrics on a daily basis

Incoming Documents

1. Daily monitoring and management of the Incoming Documents folder on the shared network Neurology.

2. Ensure all documents are processed within 24 hours

3. Ensure outgoing faxes are process each day

4. Track and report document processing metrics on a daily basis

Oversite of the Incoming Calls

1. Ensure there is daily coverage for incoming phone calls that contributes to the enhancement and promotion of a high Patient Family Experience. This includes but is not limited to: staff training, staff schedules, patient relations issues, and other issues that arise in the clinic.

2. Provide guidance and coaching to the call center agents to ensure schedulers have the knowledge and skills to schedule a variety of appointment types including telehealth and in-person appointments.

3. Document and communicate supporting workflows with standard work to ensure consistency and effective operations of the call center

4. Ensure an efficient process for the triage of calls to the appropriate clinical team (Medical and Nursing staff)

5. Track and report call center metrics on a daily basis

Oversite of the Medical Reception Pool

1. Daily monitoring and management of the Epic In-Basket for Medical Reception messages from medical staff and nursing.

2. Ensure there a team member assigned to this task daily

3. Ensure collaboration with medical and nursing staff to maintain good communication and protect patients’ safety

4. Track and report call center metrics on a daily basis.

Management of Check-In/Check-Out

1. In collaboration with the Lead Medical Assistant ensure there check-in/check-out positions are occupied during all clinic hours. 

2. Provide ongoing communication with patients regarding the wait times for each clinician throughout the day – including visiting patients in the waiting area to give updates.

3. Provide support to ensure there is a smooth transition to the medical assistants as patients begin their visit. 

Collaboration with Clinicians, Nursing, and Medical Assistant Teams

1. Provide constant communication and follow through with the Neurology team members.

2. Alert team members as issues arise during the clinical session

3. As needed, provide briefings at the morning huddles and other meeting for work related to the First Contact with patients

4. As needed, conduct the morning DMS huddles

EDUCATION and/or EXPERIENCE REQUIRED

• Education Required: Associate’s degree in healthcare/ business administration 
• Education Preferred: or related field experience preferred
• Experience Required: At least three years of experience working in a hospital/medical office
• Experience Preferred: Previous experience in a customer service role preferred 

KNOWLEDGE OF:

• Microsoft Office Suite
• Medical billing procedures, medical insurance claims procedures, and documentation required by third party payers
• Scheduling and/or patient records or billing software such as Epic
• Medical terminology
• General math and accounting procedures

SKILLS:

• Intermediate word processing, spreadsheet and data entry skills required; intermediate to advanced skills – Epic preferred
• Skill in use of operating basic office equipment (copier, fax, calculator, multi-function telephone)
• Good communication, organizational, and interpersonal skills.

ABILITY TO:

• Maintain confidentiality of records and information
• Verify data input and correct errors
• Communicate effectively both orally and in writing
• Gather, review and compile information and prepare reports, often with deadlines
• Focus on customer needs and follow through to meet needs
• Understand and apply knowledge of department/organizational policies & procedures and resolve routine to complex problems
• Make administrative/procedural judgements
• Function in a fast-paced environment with strong attention to detail
• Be flexible and fill-in for multiple positions within the department

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