Reports To: Director, Clinic Operations
Position Objective:
The Referral Coordinator facilitates the timely and accurate coordination of patient referrals, supporting continuity of care and a positive patient experience. Depending on the assigned location and business needs, the incumbent may manage outbound referrals for multiple VIPcare primary care clinics within a designated geographic area or coordinate inbound referrals received by a specialty practice.
The position is responsible for coordinating appointments, communicating with patients and healthcare providers, verifying referral requirements, and ensuring necessary medical records and documentation are exchanged and maintained. The Referral Coordinator works proactively to identify and resolve barriers to scheduling and referral completion, collaborating with internal and external stakeholders to support timely access to care and deliver an exceptional patient experience.
Position Location: Florida / Remote. Must possess working knowledge of the geographic area served and comply with BHG's Remote Workers Policy, including maintaining a private and secure workspace, adhering to HIPAA and confidentiality requirements, ensuring reliable electricity and internet connectivity, and, for nonexempt positions, complying with all applicable timekeeping requirements.
Responsibilities:
- Coordinate and process inbound and/or outbound patient referrals in accordance with established procedures, ensuring accuracy, timeliness, and appropriate follow-through.
- For outbound referrals, review provider orders, contact patients and specialty offices, and assist with scheduling appointments across assigned VIPcare clinics and geographic areas.
- For inbound referrals, receive and review referral requests from referring providers, obtain required information, and coordinate patient scheduling within the assigned specialty practice.
- Verify patient demographic and insurance information, confirm applicable referral and authorization requirements, and coordinate with insurance carriers or internal teams to resolve outstanding issues.
- Communicate with patients to explain referral instructions, coordinate appointment details, answer questions, and address scheduling barriers or concerns.
- Collaborate with referring and receiving healthcare providers to obtain and exchange necessary clinical documentation, medical records, and other information required to facilitate care.
- Follow up on outstanding referrals, scheduled appointments, and incomplete documentation to support timely referral completion and continuity of care.
- Coordinate the retrieval and distribution of consultation notes, test results, and other relevant medical records following completed specialty appointments, as applicable.
- Maintain accurate and timely documentation of referral activities, appointment status, patient communications, and related information within the electronic medical record (EMR) and applicable tracking systems.
- Monitor referral work queues, reports, and outstanding tasks to identify delays, discrepancies, or unresolved issues, taking appropriate action or escalating concerns as needed.
- Respond to incoming calls, patient inquiries, and requests from healthcare providers, delivering professional, responsive, and patient-centered service.
- Maintain effective working relationships with patients, clinic teams, specialty practices, and other stakeholders to support efficient referral coordination.
- Follow established documentation, privacy, and regulatory requirements, including HIPAA, when handling patient information and coordinating referrals.
- Identify recurring referral challenges and recommend opportunities to improve workflows, communication, and the patient experience.
- Perform additional duties as assigned.
Position Requirements / Skills:
- High school diploma or equivalent required.
- 3+ years of administrative, scheduling, customer service, or related experience.
- Working knowledge of the geographic area served, including familiarity with local healthcare providers, specialty practices, and available patient care resources, or the ability to quickly develop this knowledge.
- Experience in a healthcare environment is preferred, but not required.
- Prior experience in referral coordination, medical reception, medical assisting, patient scheduling, or other clinic-based administrative functions is preferred, but not required.
- Familiarity with medical terminology, healthcare operations, insurance verification, referral authorizations, and electronic medical records is preferred, but not required.
- Experience with eClinicalWorks (eCW) or a comparable electronic medical record system is preferred, but not required.
- Strong critical thinking and problem-solving skills, with the ability to independently identify referral barriers, evaluate available options, and determine appropriate next steps within established procedures.
- Excellent organizational and time-management skills, with the ability to prioritize multiple referrals, manage competing deadlines, and maintain accurate documentation.
- Strong written and verbal communication skills, with the ability to communicate effectively and compassionately with patients, healthcare providers, insurance carriers, and internal team members.
- Strong interpersonal and customer service skills, with a commitment to providing a positive patient experience and supporting continuity of care.
- Ability to work independently while collaborating effectively with clinic teams, specialty practices, and other internal and external stakeholders.
- Proficiency in Google Workspace (Drive, Docs, Sheets), including the ability to maintain spreadsheets, navigate operational reports, and track referral activity.
- Strong attention to detail, follow-through, and accountability for completing assigned tasks accurately and efficiently.
- Demonstrated ability to maintain confidentiality and handle protected health information in accordance with HIPAA and organizational policies.
- Appreciation of cultural diversity and sensitivity toward the patient populations served.
Physical Requirements:
- Ability to remain in a stationary position, primarily sitting, for extended periods while performing computer-based and administrative work.
- Ability to regularly operate a computer, keyboard, mouse, telephone, and other standard office equipment.
- Ability to communicate and exchange information with patients, healthcare providers, and team members in person, by telephone, and through electronic communication platforms.
- Ability to review electronic medical records, referral documentation, and other detailed information for accuracy and completeness.
- Ability to occasionally stand, walk, bend, and reach while performing routine office or clinic activities.
Key Attributes/ Skills:
- Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles.
- An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
- Can work within our Better Health environment by facing tasks and challenges with energy and passion.
- Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.