REFERRAL COORDINATOR

Position Summary

Since our opening in 1987, New Hope Treatment Centers has been a welcoming place for young people in 
moments of crisis. The Referral Coordinator supports the Connection and Communications Department with the 
pre-admission process focusing on compassionate communication and the collection, review, and distribution of 
all inquiries and referrals. This includes phone calls, website inquiries, faxed and emailed documentation. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:
• Develop and maintain knowledge of the populations served, exclusionary criteria, active funding contracts, 
and other requirements relevant to the referral review process.
• Serve as a subject matter expert regarding services available and individuals who may or may not meet 
basic eligibility criteria.
• Receive, review, organize, and distribute clinical documentation to appropriate internal staff for review.
• Redirect inappropriate referrals and inquiries to appropriate external resources when services cannot be 
provided.
• Maintain an accurate inquiry pipeline, including referral status and disposition for all appropriate and 
inappropriate inquiries.
• Accurately enter inquiries, calls, leads, and client information into the EHR and other required systems.
• Maintain referral and client records in accordance with HIPAA, confidentiality, and organizational 
requirements.
• Respond to referral and inquiry calls/emails within the same business day or within 24 hours.
• Communicate referral trends, unmet service needs, and potential contract opportunities to the 
Connection and Communications Department.
• Assist with the collection, tracking, and reporting of satisfaction survey data and other referral-related 
metrics for monthly and annual reports.
• May conduct an initial review of referral packets to determine whether basic program criteria are met prior 
to clinical review.
• Maintain confidentiality of all communications and documentation involving clients, referral sources, and 
external review agencies.
• Perform other related duties as assigned by the Director of Referrals and Admissions.

Competencies

The Referral Coordinator must demonstrate competence in the following areas:
• Referral & Eligibility Management – Demonstrates knowledge of referral processes, eligibility 
requirements, exclusionary criteria, services offered, and funding sources to appropriately receive, review, 
document and route referrals.
• EMR/EHR Proficiency– Accurately enters, updates, and maintains referral and client information in the 
EMR/EHR and other required systems in accordance with organizational standards and established 
workflows.
• HIPAA, Confidentiality & Documentation Review – Demonstrates knowledge of HIPAA and confidentiality 
requirements while accurately reviewing, handling, storing, and transmitting referral documentation. 
Identifies missing or pertinent information and coordinates documentation with clinical staff for review.
• Communication & Referral Coordination – Communicates professionally and compassionately with 
referral sources, clients, families, and internal departments while ensuring timely follow-up and 
appropriate referral coordination.
• Attention to Detail & Accuracy – Maintains accurate referral records, inquiry dispositions, documentation, 
data entry, and follow-up activities while identifying discrepancies or missing information.
 

Minimum Qualifications

• Bachelor’s degree in Healthcare Administration, Health Services Administration, Healthcare Management, 
or a related field.
• Experience working in an Electronic Health Record (EHR/EMR).
• Must be at least 21 years of age.
• Ability to pass required background checks, drug screening, and any state-mandated employment 
clearances.

Preferred Qualifications
• Experience with referral, intake, admission, and eligibility processes.
• Knowledge of behavioral health services and admission criteria.
• Knowledge of HIPAA, confidentiality, and PHI requirements.
• Experience working in a healthcare/mental healthcare environment.