Job Description

The Referrals Coordinator is responsible for managing incoming patient referrals, registering new patients, scheduling appointments, and serving as a primary point of contact for patients and referring providers. This role ensures timely communication, accurate information, and efficient processing of referrals to support high-quality patient care and clinic operations.

RESPONSIBILITIES

• Promptly answer calls using approved scripting and aid patients.
• Route clinical questions to physicians or clinical staff; communicate urgent requests to a physician or APP to evaluate the urgency of scheduling the appointment. .
• Return all phone calls within one business day; ensure urgent referral calls are addressed immediately.
• Register new patients using the information that is received in the referral, verify demographics and insurance, and process referrals according to department policy.
• Appointments should not be scheduled without complete demographics, prior authorization, if applicable; most recent medical records; including imaging, and recent surgeries related to referral request.
• Detailed documentation in Touchworks if all necessary documentation isn’t received in order to schedule the referral.
• Once an appointment has been scheduled, a letter should be sent to the referring provider, if you have reached the patient. If unable to reach the patient, a letter should be sent to both the patient and the referring provider.
• All incoming referrals should be documented on the appropriate referral spreadsheet.
• Assess insurance requirements, including primary referrals and contracted carriers, prior to scheduling.
• Schedule appointments and provide patients with directions and pre-appointment instructions.
• Perform additional responsibilities as assigned by management.

CHARACTERISTICS

• Professional and courteous with patients, staff, and referring providers.
• Team-oriented and able to communicate effectively with clinical and clerical staff.
• Patient, calm, and composed under pressure.
• Reliable, punctual, and able to manage multiple priorities.
• Maintains confidentiality and adheres to HIPAA regulations.
• Positive attitude, proactive, and committed to excellent customer service.

Requirements

QUALIFICATIONS

• High school diploma or equivalent; associate degree or higher preferred.
• Experience in a medical office, patient registration, or referral coordination preferred. Knowledge of insurance processes, including verification and authorization requirements.
• Familiarity with EMR systems, patient portals, and office communication tools.
• Strong telephone, written, and verbal communication skills.
• Detail-oriented with strong organizational and multi-tasking abilities.

PHYSICAL REQUIREMENTS

• Sitting: Frequently
• Standing: Occasionally
• Walking: Occasionally
• Carrying/Lifting: Rarely (up to 35 pounds)
• Stooping/Kneeling: Rarely
• Other: N/A