Referral Coordinator
Referral Coordinator
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Job Description
SCOPE OF POSITION
Receiving general direction from the MGPO/MGH Referral Management Office Call Center Supervisor the incumbent is responsible for making and receiving phone calls from both patients and referring providers interested in accessing care at MGH. The position involves identifying the needs of the caller and matching those needs to the services available. The incumbent will also be responsible for patient registration activities in support of customer needs and using online tools to receive and manage referrals and appointment requests.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Physician and Patient Referral Phone Support Functions as liaison between patients referring physicians (or their representatives) and MGH/MGPO departments to initiate and coordinate the registration scheduling and followup aspects of the referral process. As a primary interviewer of patients asks medical and financial questions to determine the direction of a referral. Documents all patient demographic medical financial and referral information into the computer in strict compliance with established department procedures for the purpose of getting a hospital registration number and scheduling appointments. Manages the appointment schedules for those physician offices which have reserved dates and times for the referral service; confirms appointments with both the patient and the department; follows up with the patients and the physician offices to determine and document attendance and satisfaction with the appointment. Requires an indepth knowledge of the referral and office policies of every department at MGH associated with patient care; responsible for knowledge of insurance stipulations and MGPO billing practices; educates other members of the Referral Office when new information is obtained. Physician and Patient Referral Online Support Serves as the focal point for referring physician information Registers new users for the MGH/MGPO referral website Monitors the referral website and two email boxes for new appointment/referral requests and processes per department protocols Responsible for the completeness and accuracy of transcribing referral information in multiple systems Supports ongoing communication and provides service recovery when needed with patients and referring physicians General Support Refers patients to other appropriate services at MGH when the patient requests or the Coordinator determines appropriate including but not limited to the Social Services and Patient Advocacy offices. Identifies pursues and maintains referral sources network; meets with departments to represent the PRS office on referral issues; assists in devising new methods of facilitating access to MGH. Keeps supervisor informed of departmental issues especially as they relate to the interaction of the service with other areas of the hospital. Responsible for some operational needs of the office including but not limited to ordering supplies; assist in training new employees and volunteers.
QUALIFICATIONS:
High School diploma required Associates/Bachelors Degree preferred Prior customer service experience preferably in a contact/call center environment Prior healthcare experience strongly preferred
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Ability to multitask in a high impact environment Excellent customer service skills Data entry computers skills and Microsoft office required Strong communication interpersonal and team skills Ability to exercise judgment in dealing with sensitive confidential information Detailoriented with the ability to enter information accurately on paper and into electronic systems Ability to handle a high volume of calls and work in a fastpaced environment
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills perspectives and ideas we choose to lead. Applications fromprotected veterans and individuals with disabilities are strongly encouraged.Required Experience:
IC
Employment Type
Full-Time
