Job Information
UNIVERSITY OF TEXAS AT AUSTIN Referral Coordinator in Austin, Texas
Manage Referral ProcessingProcesses and tracks patient referrals to specialists and ancillary services.Maintains ongoing tracking and documentation of referrals in EHR (e.g., Athena, Epic, etc.).Ensures complete and accurate patient demographic, insurance, and authorization details.Obtains referral authorization from insurance carriers and documents authorization numbers.Coordinate SchedulingAssists patients with scheduling appointments and reviews referral details and expectations.Notifies patients of scheduled appointments via phone and provides preparation instructions.Works as liaison between scheduling department and patient; sends tasks accordingly.Resolves pre-authorization, registration, or other referral-related issues prior to appointments.Communication and Customer ServiceAnswers and makes phone calls promptly, courteously, and efficiently.Handles referral-related calls and strives for first-call resolution.Establishes and maintains relationships with identified service providers.Interacts respectfully and collaboratively with patients and families to build trust.Compliance and DocumentationCompletes all direct and indirect care documentation in a timely manner.Ensures patient records are current and complete in EHR systems.Adheres to HIPAA and organizational privacy standards.Issue Resolution and SupportFollows up on patient referral inquiries not immediately resolved.Notifies Patient Access Manager of any issues or concerns from patients or providers.Assists other departments or business needs as directed.MARGINAL OR PERIODIC FUNCTIONS:Participates in accreditation and quality improvement activities.Provides training to new staff on referral processes.Attends departmental meetings and continuing education sessions.KNOWLEDGE/SKILLS/ABILITIESOrganizingMarshals resources to get things done; uses time effectively; arranges information andPrioritizes multiple referrals and deadlines efficiently.Maintains accurate tracking systems for authorizations and appointments.Anticipates bottlenecks and adjusts workflow proactively.Customer FocusMeets and/or exceeds the expectations and requirements of internal and external customers; acts with patients best interests in mind.Responds promptly and courteously to patient inquiries.Communicates clearly about referral requirements and expectations.Builds trust through consistent follow-up and resolution.Problem SolvingUses rigorous logic and methods to solve difficult problems; looks beyond the obvious for solutions.Identifies root causes of referral delays or insurance denials.Develops alternative solutions when standard processes fail.Escalates complex issues appropriately and timely.Attention to DetailThoroughly and accurately completes tasks; checks work to ensure compliance and correctness.Reviews patient demographic and insurance data for accuracy.Ensures all authorizations and documentation are complete before scheduling.Monitors referral status to prevent missed appointments.Interpersonal SavvyRelates well to all kinds of people; builds constructive relationships; uses diplomacy and tact.Handles sensitive patient situations with empathy and professionalism.Collaborates effectively with providers, schedulers, and insurance representatives.Adapts communication style to different audiences.Technical LearningQuickly learns new technical skills and systems; applies knowledge effectively.Learns EHR workflows and insurance portals efficiently.Applies system knowledge to streamline referral processing.Troubleshoots minor technical issues independently.Supports special projects or workflow improvements as assigned.Adheres to internal controls and reporting structure.Performs other related duties as required.