Lead, Referral Coordinator

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Lead, Care Coordinator is a highly visible customer service and patient-focused role who is the subject matter expertise on the referral process to Care Coordinators, providers, and all other organizational team members. It is a hybrid role that flexes between processing referrals and managing some day-to-day operations of the team. They are accountable for precisely processing and tracking referrals. As the subject matter expert, they handle escalated and highly complex referral issues, assist with onboarding, coaching, and training of Care Coordinators, and provide leadership in the absence of management.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Provide coaching and training on referral processes.
• Onboard new Care Coordinators, ensure they are properly trained in end-to-end referrals processes and systems. 

• Serve as primary point of contact for incoming and outgoing patient referrals, triaging them, gathering necessary information, ensure timely processing and assignment to appropriate providers.
• Coordinate and schedule appointments for referred patients, liaising with internal and external stakeholders to facilitate smooth transitions of care.
• Maintain accurate and up-to-date records of referral activity.
• Handle referral escalations to answer questions and/or resolve issues from centers, providers, and other team members; determines any issues necessary to escalate to management for review, guidance, and resolution.
• Work with team to develop process improvements in workflow and improve patient communication, highlighting opportunities for improvement to senior leadership in a solution-orientated manner.
• Serve as a backup to the Referral Supervisor, or other management, when unavailable.
• Perform all job duties and responsibilities assigned to the Care Coordinator, as needed.
• Performs other related duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Ability to coach and provide training in referral processes.
• Exceptional knowledge of medical terminology, CPT, HCPCS and ICD coding.
• Ability to handle highly complex referral matters.
• Exceptional organizational skills with the ability to effectively prioritize and complete tasks in a timely manner.
• An understanding of the company's patient population, including the complexities of Medicare programs
• Detail-oriented with the ability to multi-task.
• Able to exercise proper phone etiquette.
• Advanced ability to navigate proficiently through computer software systems & use technology.
• Ability to work well with patients, colleagues, physicians and other personnel in a professional manner.
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, database, and presentation software.
• Spoken and written fluency in English; bilingual preferred.

EDUCATION ADN EXPERIENCE:

• High School diploma or equivalent required; AA/AS degree preferred.
• A minimum of 2 years of referral experience in a healthcare setting required.
• Experience with web-based insurance sites and obtaining referrals/authorizations for multiple payors strongly preferred.
• Healthcare experience within the Medicare Advantage population strongly preferred.