Job Description

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Leads and guides the Patient Referral Coordinators by coordinating their daily activities and monitoring work load ensuring the delivery of a high quality, responsive and efficient service. Supports the referral and scheduling team through coaching, training, and workflow oversight while maintaining full responsibility for core referral coordinator functions. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview

Leads and guides the Patient Referral Coordinators by coordinating their daily activities and monitoring work load ensuring the delivery of a high quality, responsive and efficient service. Supports the referral and scheduling team through coaching, training, and workflow oversight while maintaining full responsibility for core referral coordinator functions. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Provides guidance and support to referral coordinators to ensure efficient workflow and timely processing. Monitors workload distribution and adjusts assignments to maintain productivity and service standards. Coordinates staff coverage during absences, high volume periods, or special projects.
• Serves as the primary point of escalation for complex referral, scheduling, or insurance issues.
• Assists management in developing, updating, and implementing departmental policies and procedures.
• Trains new referral coordinators in departmental procedures, systems, and best practices. Provides ongoing coaching, performance feedback, and skill development opportunities. Conducts periodic refresher training on insurance verification, documentation standards, and customer service expectations.
• Processes referrals from other providers and hospital patients needing follow up appointments, gathers necessary information, and schedules the appointment.
• Obtains demographic and insurance information on patients. Confirms patient insurance verification and eligibility on all new patients.
• Registers all new patients into the system. Prepares and organizes new patient charts.
• Schedules new patients in computer system in accordance with physician and/or office guidelines. Cancels/reschedules appointments according to physician schedule changes; notifies appropriate clinic personnel.
• Obtains and enters all authorization and correspondence relating to referrals in patients charts and computer.
• Serves as receptionist by providing general information to visitors and referring them to appropriate staff members, assisting in answering office telephone, routing incoming calls and taking/relaying messages to appropriate staff members.
• Ensures timely and accurate completion and submission of appropriate hospital charges for billing. Prepares and submits data to third party vendors.
• Acts as liaison between referral staff, clinical teams, physicians, and external providers to resolve issues and improve communication.
• Tracks key performance indicators (KPIs) such as referral turnaround time, authorization accuracy, and patient satisfaction. Identifies workflow issues or trends and recommends corrective actions. Prepares routine reports for management on referral volumes, productivity, and operational challenges.
• Performs other job functions as needed or requested.

Education/Formal Training Requirements

• Required - High School Diploma or Equivalent
• Preferred - Associates Degree

Work Experience Requirements

• Required - Minimum of four years of referral coordinator experience 3-5 years

Knowledge, Skills and Abilities

• Strong leadership skills with the ability to guide, mentor, and support team members.
• Ability to foster and maintain positive working relationships with internal and external customers including supervisors, managers, physicians, and other departments.
• Ability to work well in a multitasking environment with strong attention to detail.
• Ability to work independently, exercise sound judgment, and resolve escalated issues.
• Excellent written and verbal communication skills across all levels of the organization.
• Proficiency in Windows based applications, particularly Excel and Word.
• Ability to operate standard office equipment (fax machine, copier, etc.).
• Strong understanding of insurance verification, referral authorization, and scheduling workflows.
• Ability to analyze workflow challenges and recommend process improvements.

Supervision Provided by this Position

• Leads and guides Patient Referral Coordinators.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.