What are the responsibilities and job description for the Referral Coordinator position at UPMC?
UPMC Family Hospice & Palliative Care is hiring a full-time Referral Coordinator for our team working Monday-Friday from 8:30 AM-5:00 PM. This position will be fully remote following a REQUIRED in-person orientation period in Seven Fields, PA. A minimum of one weekend day is required every six weeks!
Responsibilities:
- Maintain standards of excellence verbally and in written form with customers both internally and externally.
- Provide support/coverage/job sharing for call off, request off, and lunch breaks.
- Ensure that information provided by callers/referral sources is accurate and complete.
- Give necessary attention to accuracy and detail.
- Coordinate referrals for HME/RT for our network and non-network providers.
- Communicate potential areas of concern to the servicing provider and follow up as necessary.
- Maintain logs and file documents by departmental policy.
- Assist management with special projects in a reasonable and timely manner.
- Give high priority to patient/customer satisfaction.
- Utilize appropriate network/staff to assist in obtaining answers that require guidance.
- Act as an advocate for the patient/customer.
- Enter data accurately and update the appropriate referral database(s), including documentation of calls, faxes, etc.
- Answer incoming telephone inquiries: based on the type of call, problem solve, transfer, or coordinate referral as appropriate and on a timely basis.
- Identify issues and concerns that customers may have and assist in resolution.
- Maintain open and positive communications with all contacts.
- Interface with referral source, patient/family, and provider to assure timely delivery.
- Produce administrative reports as required.
- Provides the primary referral and inquiry customer service presence for the Agency's services.
- Manages all incoming calls to the Patient Access Center based on the type of call, problem solves, transfers or coordinates referral as appropriate and on a timely basis.
- Initiates required referral documentation in the EMR from all referral sources and assigns to the appropriate next person in the referral management process.
- Coordinate referrals for home health and hospice service lines.
- Accurately records and enters insurance/authorization information per EMR requirements; Demonstrates a working knowledge of insurances.
- Coordinates with Business Development, other intake staff, and referral sources regarding missing or incomplete referral information.
- Appropriately utilizes the Supervisor for outliers, problems, or difficulties
- Maintain standards of excellence verbally and in written form with customers both internally and externally.
- Maintain open and positive communications with all contacts.
Salary : $18 - $27
