Job Description

The New Patient Scheduler / Referral Coordinator is responsible for converting all new patient referrals into scheduled visits by accurately processing referrals, contacting patients promptly, and ensuring all documentation and insurance requirements are complete. This role is critical to practice growth, access, and patient satisfaction, serving as the first impression for new patients entering the practice.

Key Responsibilities

Referral Processing & Workflow

• Receive and process all new patient referrals.

• Enter referrals into ReferralMD and eClinicalWorks accurately and same day.

• Review referrals for completeness including:

• Diagnosis

• Insurance information

• Required clinical documentation

• Assign referrals to appropriate providers and locations based on scheduling guidelines.

Patient Outreach & Scheduling

• Contact new patients within same business day when referrals are received.

• Schedule initial consultations following provider-specific templates and access standards.

• Educate patients on appointment expectations, required documentation, and arrival instructions.

• Send appointment confirmations via phone, text, or portal.

Insurance Verification & Authorization

• Verify insurance benefits and referral requirements.

• Identify authorization needs and route cases appropriately.

• Ensure appointments are not scheduled without required approval when applicable.

Documentation & System Accuracy

• Document all patient contact attempts in ReferralMD and eClinicalWorks.

• Maintain accurate patient demographics and referral source tracking.

• Ensure clean handoff to front desk and procedure scheduling teams.

Performance Metrics & Accountability

• Meet or exceed access benchmarks:

• <5 days from referral received to scheduled.

• ≥50% referral-to-visit conversion (goal ≥70% best-in-class).

• Monitor and manage referral aging daily.

• Participate in reporting and performance improvement initiatives.

Required Skills & Qualifications

• Minimum 1 year of experience in medical scheduling, call center, or patient access role.

• Experience with:

• eClinicalWorks (preferred)

• ReferralMD(preferred)

• Strong knowledge of insurance types (commercial, Medicaid, WC, Medicare).

• Exceptional phone etiquette and patient communication skills.

• Highly organized with strong attention to detail.

Preferred Qualifications

• Pain management or specialty practice experience.

• Familiarity with enterprise phone systems.

• Prior call center or referral coordination background.

Performance Expectations

• Same-day referral entry and patient outreach.

• Accurate referral documentation with minimal rework.

• Consistent compliance with SOPs and provider scheduling rules.

• High patient satisfaction with intake and scheduling process.