Encounter Components: Ability to manage conflict and appropriately request the help of a supervisor when needed Fosters effective patient relations with patients, the public and providers by listening, responding and escalating when appropriate Works with program providers, testing departments, and health plan representatives to facilitate creating access for referrals and members as needed Facilitates provider-to-provider communication as requested Encounter Components Coordinates incoming referrals from the time they re received to completed Enters all faxed referrals into EHR Guides and assists referring offices through Prior Authorization request requirements and processes Understands surgical and procedural scheduling workflows in order to appropriately prepare and hand-off referrals Ensures relevant medical records are requested Ensures any testing required for referral is ordered and scheduled Communicates effectively to ordering clinician when any restriction, such as access, restricts or prohibits scheduling as ordered Supports program providers with scheduling, access coordination, and referral communication needs Refers as appropriate to on site Financial Advocate, or for uninsured to the Financial Advocacy Center Validate prior authorization/certification/referral are secured PRIOR to a scheduled procedure or test, alerting stake holders (patient, patient representative, OR, etc) if a breakdown occurs Message Management Message Management: Answers all incoming provider calls; including from outpatient referring offices, inpatient requests for consults, and internal program providers Follows established workflows for paging the appropriate program providers regarding consult requests Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care. Ensures all communications with providers and patients occurs in a timely manner Communicates with referring providers and their offices to schedule referrals, answer questions, and arrange provider-to-provider communication as needed Addresses and attempts to appropriately resolve concerns and requests in the moment by using resources and appropriate escalations to find solutions Coordinates with departments throughout program to gain access for referrals Follows up with referring providers to ensure they know the status of their referral or request Maintains strong knowledge of program operations and processes in order to guide referring providers and answer questions about potential referrals and perform appropriate hand-offs Coordinates with Business Development partner to collect feedback from referring offices in order to ensure an exceptional experience.