Referral Coordinator Floater - IMA Medical Group

Job Description Summary

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We are excited to announce an opening for a Referral Coordinator Floater. The Referral Coordinator Floater is an integral part of the IMA Care Team within the Patient Services department that supports multiple and individual primary care practices, clinical staff, physicians, and referral coordinators based on daily staffing changes and referral volume. This position is responsible for the timely processing, scheduling, and follow-through of patient referrals. These responsibilities are extremely important in meeting and exceeding patient expectations and satisfaction. This position is remote.

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How will you make an impact & Requirements

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• Maintains patient privacy in accordance with company protocol.

• Supports the clinical team with the verification of all referrals created by IMA providers.

• Obtains timely referral authorization required by the patient’s health plan, if applicable, and follows up daily on pending actions needed to complete a referral.

• Process routine, urgent, and STAT referrals and documents in accordance with company protocol.

• Communicates timely and respectfully with our patients, patient services, and clinic staff regarding patient and provider referral requests.

• Proactively schedules patient appointments and provides referral updates to patient.

• Follows the outreach attempt process and timeline. 

• Confirms and documents all steps of the referral process to include authorization, outgoing and incoming faxes, fax received confirmation, outreach, and scheduling. 

• Includes appropriate clinical documentation by fax to include the last office visit, pertinent tests, and specialist agreement forms in accordance with company protocol.

• Maintains a current list of all preferred specialist and ancillary providers.

• Assist in the identification of barriers that delay the timely processing of patient referrals.

• Participate as an active team member in the development of solutions to improve the overall patient experience.

• Provides a standard of excellence as it relates to customer service and patient satisfaction.

• Communicate challenges and barriers during shifts to the direct manager.

• Ability to adapt to changes in workflow and timeframes to accommodate patient and business needs. 

• Maintains a minimum performance standard for quantity and quality referral processing metrics.

• Adheres to company attendance/time off policy. 

• Document all interactions of the referral process within the referral note in the EMR. 

• Utilize the prior authorization resource tools to determine authorization requirements. 

• Maintains the digital copy of the insurance authorization approval in the patient's referral/chart. 

• Collaborates with the Referral Manager to help identify preferred network of specialists by health plan, identifying specialists who perform above or below IMA expectations.

• Flexible to travel to supporting clinic sites to engage directly with providers and clinic staff, ensuring strong communication, operational alignment and effective support.

• Perform other related duties assigned by management.