Relief Referral Coordinator

Department Overview

This position is responsible for triage, facilitation, and problem-solving of all referrals and faxes received for OHSU from external sources. This position ensures that all incoming referrals are processed according to OHSU standards and procedures. The incumbent spends most of their day receiving incoming referrals to OHSU from external providers in the community. With a high degree of attention to detail, this incumbent ensures that all items received are accurate and complete. They use department policies and procedures to enter the referral into Epic (OHSU’s chosen EMR). Once in Epic the referral routes to the appropriate clinic New Patient To Schedule work queue. This position is responsible for not only the initial data entry but also identifying challenges and barriers for our patients through this process. This position communicates with, referring providers and other clinicians to ensure we have the most up to date and accurate information to process the referral. This position reaches out to request only basic demographic and referral information if required to complete a referral which has been received but is found to be incomplete. This position will also support the Connected Care Center.

A successful incumbent is one who enjoys a high level of data entry work while paying very close attention to details. They are able to provide clear feedback to the manager about challenges and barriers experienced in the process. They offer ideas for solutions. They always keep the patient as the focus. This candidate would find great success in knowing that each referral entered and worked each day was directly making a difference in a patient’s life.This position serves as a member of the Ambulatory Access Services department, which is responsible to support the systems and operations of ambulatory practices, professional service and hospital departments.

Workflows supported by the AAS department include: patient appointment scheduling, new patient visit preparation, referrals entry and triage. The department supports its customers in workflows that start when the external referral is received to when the patient initially calls to obtain services, through their arrival in clinic.

Function/Duties of Position

Key Responsibilities & Performance Standards

Process incoming referrals:

• Process incoming referrals and verify that the information received is accurate and complete
• Verify correct information for referral based on Intake Matrix
• Route referral in Epic to correct department work queue

Communication:

• Communicate with referring practice if information is incomplete, inaccurate or additional information is needed
• Communicate with supervisor/manager if information

Monitoring and quality assessment:

• Identify barriers to referrals being processed appropriately
• Identify system or process improvements
• Keep management apprised of issues, challenges and barriers

Diagnosis Matrix:

• Regularly review and recommend updates to the Intake Matrix
• Ensure accuracy of details on the Matrix. Work with Supervisor if updates are needed

Other duties as assigned

Required Qualifications

• Bachelor’s degree plus 2 years’ experience working in a ambulatory clinic, OR
• Associate’s degree plus 4 years’ experience working in a ambulatory clinic. OR
• High School diploma plus 6 years’ experience working in a ambulatory clinic.
• Knowledge of multiple Ambulatory workflows

Preferred Qualifications

• Proven interpersonal problem-solving and conflict resolution skills
• Proven ability to think at a systems level while performing detailed work
• Processing and entering referrals for multiple clinics
• Ability to multi-task in a high-volume situation.
• Ability to work autonomously, with a high level of accuracy, speed and exhibit a willingness to work with deadlines.
• Excellent verbal and written communication skills
• Exceptional customer service skills
• Electronic medical record
• Working in a health care access center creating referrals
• Experience scheduling patient appointments
• Epic experience
• Appointment scheduling
• Previous referral management experience
• Experience in various ambulatory clinics or knowledge thereof

Additional Details

Monday-Friday business hours, shift to be determined. This is a work from home position. High level of data entry work while needing high attention to detail. May sit through entire shift.

All are welcome

Originally posted on Himalayas

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