Phoenix, Arizona
Michigan
Wisconsin
Greenwood, Indiana
Glen Burnie, Maryland
Posted: 13-Nov-24
Location: Durham, North Carolina
Salary: Open
Categories:
Internal Number: 251542
At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.
About Duke Primary Care
Pursue your passion for caring with Duke Primary Care, which offers family, adolescent, and internal medicine services as well as urgent, general pediatric, and virtual care at nearly 50 clinic locations across central North Carolina.
The Referral Coordinator provides a comprehensive scheduling experie nceto meet the various needs of patients and referring providers within acentralized engagement center. TheReferral Coordinator performs variou sappointment and access-related duties for clinic(s) to includeschedulin g appointments from a referral, following up on referrals faxedexternall y, and closing the loop on all reconcilable referrals placed.The Referra l Coordinator remains current on providers, servicelocations, and insura nce payers, while providing the highest levels ofservice excellence to e ach patient.
Referral Duties:Provide accurate information to patients regarding various services,providers, and locations available within the Duke University HealthSystem and the surrounding community.Actively identify, listen, and understand the need s of each patient. Askthoughtful questions to determine the appropriate resources or actionsto be taken.Provide referral and radiology support w ithin designated pod as assignedfor PTO coverage and other clinics as ne eded.Monitor voicemail of assigned clinic(s).Assist in scheduling for mo re than 30 specialty departments.Utilize 31 different decision trees to schedule patients within the DukeUniversity Health System.Utilize referr al standard work documents and resources and performs workwithin establi shed standards at all times.Make judgements guided by standard work on h ow to prioritize patientsand complete tasks.Obtain authorizations and as sist in covering 7 authorization workqueues. Handle 2-4 clinic assignmen ts daily including referral andradiology work queues and authorizations for each assigned clinic.Serve as trainer for all new referral coordinat ors to include trainingon referral standard work and referral authorizat ion process.Patient Scheduling:Identify patients using 2 identifiers in accordance with complianceguidelines.Schedule appointment from the refer ral using scheduling guidelines andquestionnaires in order to determine the appropriate provider, location,and visit type.Maintain knowledge and resources to schedule patients outside of Duke asappropriate.Ability to answer questions from patients and ordering providers onwhere to send r eferrals for quickest access, closest geographiclocation, as well as spe cific insurance requirements.Provide patient with appropriate directions and pre-visit appointmentinformation.Identify and document special need s; schedule interpreters as needed.Review assigned work queues and prior itize by emergency, urgent, androutine referrals ensuring all referrals are worked within 48 hours.Use all available resources to contact the pa tient, including phonenumbers and MyChart,while following compliance gu idelines.Perform registration, front desk coverage, scanning, and other relatedduties incidental to the work described herein as assigned by cli nicleadership.Improvement Initiatives:Maintain liaison with other office s and departments to coordinatereferrals, foster collaboration, leverage resources, and help toaccomplish program objectives.Contribute to progr am effectiveness by communicating trends andrecommending modifications t o current workflows.Proactively communicateissues to Referral Manager a s it relates toaccess and decision trees.Actively participate in continu ous improvement processes and practicelevel improvement projects.Complet e time studies to conduct preliminary analysis of trends asassigned by R eferral Manager. Actively participate and engage in networklevel process improvement projects.
Ability to professionally communicate both verbally and in writing w ithpatients, providers, internal specialty departments, and clinics in t hesurrounding community.Exceed patient experience expectations.Meet or e xceed daily productivity goals as set forth by department.Demonstrate Du ke's values and behaviors in every interaction.Consistently use "Wo rds that Work" and "RELATE" in all dailyinteractions.Comp ly with all regulatory and compliance policies and procedures.Strong abi lity to handle complex workflows utilizing critical thinkingskills.Auton omous problem-solving and decision- makingas it relates toreferrals, pa tient appointment and scheduling support, and other dutiesas assigned by clinic leadership.Accurate typing and data entry skillsExcellent custom er service and communication skills.Knowledge of HIPAA requirements rega rding patient confidentiality.
Minimum Qualifications
Education
A high school diploma or equivalency, is required. College or completion of post-secondary education is strongly preferred.
Experience
Minimum of 1 year of health care related experience. An associate degree or higher may substitute for the experience requirement. - Strongly Preferred for Referral Coordinator - Two years of health care related experience; Active user of electronic medical records (EMR) software; Experience with obtaining insurance authorizations; Comprehensive knowledge of primary care referral protocol; Familiar with process-improvement methods (PDSA, A3, 5S); Comfortable training peers
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Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.