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Job Title: Referral Coordinator, Communications CenterDepartment: Communication Center Location: Riedman Campus Hours Per Week: 40Schedule: Monday - Friday 8:00AM - 4:30PM

SUMMARY:Referral Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers and payers throughout the patient’s healthcare experience. Serves as the first point of contact for patients and physicians to coordinate services across the system. Refers to and schedules appointments, registers seminars and classes, navigates patient inquires, and communicates courteously throughout the delivery of care. Aims always for first call resolution. Collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit, and maintains all of its support processes.

Unit/Department Specific Info>

RESPONSIBILITIES:

+ Customer Service. Provide courteous, attentive and prompt service to all those you work with and support

+ Collaboration. Work well with others in different departments and organizations to deliver a seamless, exceptional customer experience

+ EMR (Electronic Medical Records) utilization. Proper use of an EMR to communicate with patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries

+ Portal management. Enroll and activate patient portal accounts, answer questions and/or resolve any user issues.

+ Acts as a key referral liaison to community provider offices, serving as a primary point of contact for private physicians to manage all types of interactions into RRHS.

+ Compliance. Ensure your work is compliant with all policies and procedures

REQUIRED QUALIFICATIONS:

+ None.

PREFERRED QUALIFICATIONS:

+ Embraces a culture of customer-centric behavior and innovation critical to success in this role.

+ Possesses strong customer service skills and the ability to demonstrate compassion andempathy.

+ Prefer knowledge of medical terminology.

+ Strong verbal and written communication skills including good voice quality, good diction, andarticulation are strongly preferred.

+ Must be available to work a flexible schedule that may include evening, weekend and holidayshifts.

+ Prefer knowledge of function and relationships within a hospital environment

+ Must be able to multitask, handling phone conversations with consumers while accuratelyentering data in the computer while continuing to focus on the customer.

+ Proficiency in use of computers.Associates Degree preferred

+ Two (2) years customer service experience preferred, ideally in a health care setting

EDUCATION:

LICENSES / CERTIFICATIONS:

CHAA - Certified Healthcare Access Associate - National Association of Healthcare Access Management (NAHAM)National Association of Healthcare Access Management (NAHAM)National Association of Healthcare Access Management (NAHAM)

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$18.00 - $22.00

CITY:

Rochester

POSTAL CODE:

14617

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.