Referral Coordinator

Job title: Referral Coordinator

Location:Rotates across all 6 South East Pain and Spine Locations:  Belmont, Kings Mountain, Charlotte Midtown, Ballantyne/Blakeney, Denver, Charlotte Southpark.

Status: Full-Time, Non-Exempt

Department:South East Pain and Spine

Reports to:Practice Manager

Job Supervisory Responsibilities:None

Job Summary:

New patients are the life-line of our clinic and the Referral Coordinator serves as the primary contact between referring providers, patients and the clinical team. The Referral Coordinator reviews referral documentation, and schedules new patients according to clinic guidelines.  The ideal candidate is detail-oriented, patient-focused, and can use independent judgment when scheduling new patient appointments.  In addition, this position tracks referral activity, generates reports on new patient volume and referral trends, and supports operational decision-making through accurate data management.

Duties/Responsibilities:

Process incoming new patient referrals in a timely manner to expedite patient care.

Monitor and update web-based referral submissions.

Complete new patient intake including demographic and insurance information.

Communicate referral status updates to new patients and referring practices.

Review referral documentation to ensure completeness, clinical appropriateness, and compliance with clinic guidelines.

Track and monitor referral workflow from receipt through appointment completion.

Generate and maintain referral reports including new patient volume, referral sources, approval/denial trends, and turnaround times.

Prepare reports for providers and management to support operational planning and compliance.

Document all referral activity accurately in the electronic health record (EHR).

Advise patients the insurance network status and office policies.

Communicate appointment information including arrival time, directions, and address patient questions or concerns related to their appointment.

Optimize patient satisfaction and providers’ time by following appointment scheduling guidelines.

Communicate with co-workers and providers in a professional manner.

Provide support to front desk staff as needed.

Follow HIPAA guidelines for protecting the confidentiality of patient information.

Perform other duties as assigned.

Education and Experience:

• High school diploma/GED required. Post-secondary education or training preferred.
• Previous medical office experience is preferred.,
• Previous EMR experience is preferred.
• Experience with insurance coverage and benefits is preferred.

Required Skills/Abilities:

Utilize independent judgment when scheduling patient appointments.

Must possess excellent customer service skills and aanswer phones in a pleasant and professional manner. 

Demonstrate the ability to prioritize job duties with effective time management, as well as handle various tasks simultaneously.

Ability to handle high patient volumes in a professional manner.

Ability to maintain composure in stressful situations.

Work Environment:

Work performed in an office environment.

Involves frequent contact with patients, physicians, and medical office staff.

ECAA is an equal opportunity employer and does not discriminate against any applicant or employee on the basis of age, race, color, religion, sex, national origin, genetic information, disability, or other legally protected status.  This policy extends to all terms, conditions, and privileges of employment, as well as the use of the Company's facilities and participation in all activities sponsored by the Company.