The Referral Coordinator, under general supervision of the Administrative Manager, provides clinical administrative support to the Cardiovascular Medicine (CVM), the non-invasive cardiology academic group practices. The Referral Coordinator functions as the primary interface between the patient and the outpatient CVM practices. Emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, and enhance the quality of service to patients, their care teams, and referring providers. He/she is expected to maintain working knowledge of all aspects of the CVM clinical programs. This position requires courteous customer service techniques when communicating with patients, providers, and other members of the health care team.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Triages and manages complex telephone calls, utilizing courteous customer service skills.
Manages new patient referrals including obtaining outside medical records, scheduling patient appointments and coordinating the scheduling of diagnostic testing.
Works closely with the CVM Physician of the Week, nurse practitioners and nursing staff to triage Urgent Care patient appointments
Maintains and updates the Urgent Care schedules.
Works closely with Inpatient Access Coordinator and Cardiology clinical teams in arranging post discharge follow up visits.
Links referrals in Epic work queue to scheduled office appointments.
Works closely with Access Office team in helping to arrange urgent undesignated new patient appointments.
Provides support and information to patients and providers to problem solve and manage complex administrative issues.
Understands HMO, Managed Care, and other Third-Party Insurers. Functions as a resource for patients regarding managed care plans, insurance, and referral issues, with an ability to perform electronic insurance verification.
Understands financial services and self-pay resources and provides patients with information as needed.
Mails out New Patient information.
Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.
Assists with training and orientation of new staff, where applicable.
Works on special projects as directed.
Performs all other tasks which would facilitate the flow of patients through the Cardiology practices or which enhance the quality of service to patients.
Qualifications
QUALIFICATIONS:
Associate's Degree in Business or Health Sciences required. Bachelor's Degree preferred.
3 years secretarial experience or equivalent in a medical or health care related setting preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Good command of the English language, including medical terminology
Excellent interpersonal and verbal/written communication skills
Exceptional organizational skills, flexibility to manage multiple tasks and accurate attention to detail
Ability to work independently and within a team environment
Ability to solve problems and resolve complex issues on behalf of providers and patients
Ability to function as a role model and provide administrative guidance to others
Knowledge of computer applications necessary to function in administrative role
WORKING CONDITIONS:
General office setting.
EEO Statement
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.
