Position is onsite with one day of remote work once fully oriented.
The Referral Scheduling Specialist is a liaison between the providers and the patients. They are responsible for scheduling specialist and imaging appointments for Star Community Health patients. Collaborates with patients and specialty providers offices to get appointments in a timely manner. Obtains knowledge of patients’ barriers for attending an appointment and refers patient to the appropriate service for help. Responds to patient’s questions and needs by editing, canceling and rescheduling appointments according to department protocols. Completes insurance referrals or prior authorizations when necessary. Follow up with specialty offices and patient to ensure patient compliance with attending the appointment. Fluent with EMR to manage an active and fluid work queue of specialist referrals along with necessary documentation of closing the referral loop. Excellent verbal skills are required. Strong computer skills and attention to detail are required.
JOB DUTIES AND RESPONSIBILITIES:
Accurately completes the referral scheduling process with patient via telephone or in-person
Updates and or communicates correct patient information to appropriate staff, hospital departments, and computer systems. Works with coordinator, supervisor and managers for any scheduling, or insurance issues
Will meet with patients/patient family in person as needed
Ongoing knowledge of scheduling and registration procedures
Works with and communicates to departments regarding patients
Appropriately refers patients Social Work/Care Management/ Financial Counselors
Monitors and maintains worklists as assigned, by handling in a timely fashion and according to priority
Capable of switching between skillsets and outbound, inbound calling functions
Respond to patient’s questions and needs by editing, canceling and rescheduling appointments according to department protocols
Project a professional network image through phone interaction (PCRAFT Values)
Excellent customer service skills with the ability to maintain effective working relationships with patients and staff.
High level of skill in entering data into computer while conversing with patients and physician offices.
Provides educational information to the patient regarding their testing.
Completes pre-authorizations and insurance referrals for referrals and orders
Acquire and submit all necessary clinical information to insurance company needed to obtain prior authorization in a timely fashion
Obtains knowledge of any barrier’s patient may have whether transportation, insurance, or work schedule and educates patients on available services.
Maintains up to date knowledge on insurance guidelines for prior authorizations and referrals.
Other related duties as assigned.
PHYSICAL AND SENSORY REQUIREMENTS:
Sitting for one to two hours at a time, stand for two to three hours at a time, walk on all surfaces for up to five hours per day, and climb stairs. Must be capable of driving a car. Fingering and handling objects frequently. Occasionally firmly grasp, twist and turn objects with hands and fingers. May be required to lift, carry, push, and/or pull objects weighing up to 75 pounds. Occasionally stoops, bends, squats, kneels, and reaches above shoulder level. Must have the ability to hear as it relates to normal conversations and high and low frequencies and to see as it relates to general and peripheral vision. Must have the ability to touch as related to telephone and computer keyboard.
EDUCATION:
High School diploma or GED
TRAINING AND EXPERIENCE:
Bilingual- Spanish preferred. Previous Call Center Experience. Medical Terminology. Knowledge of computer systems and programs such as Microsoft Office. Epic referral workflow experience preferred.
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
St. Luke's University Health Network is a regional network of hospitals, physicians and other related organizations providing care primarily in Lehigh, Northampton, Monroe, Carbon, Schuylkill, Bucks, Montgomery and Berks counties in Pennsylvania and Warren County in New Jersey.
The Network provides services at more than 150 sites. St. Luke's University Health Network is comprised of six hospital sites. The Network includes:
Areas of exceptional medical expertise include:
St. Luke's offers an exceptional benefit plan for employees. Our values are reflected in all we do for patients, each other and the community:
Pride - We take pride in our accomplishments and in our organization.
Caring - We show consideration for others and their feelings. We treat others as we want to be treated.
Respect - We recognize the value, diversity and importance of each other, those we serve and the organization.
Accountability - We are responsible to make decisions and solve problems in a timely and effective manner.
Flexibility - We adapt to the changing needs and expectations of those we serve.
Teamwork - We work together to improve quality.
The mission of St. Luke's University Health Network is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.