Referral Coordinator - Memorial Clinicial Associates

Join VillageMD as a Clinical Referral Coordinator on site in Houston, Texas. 

Clinic Location: 16001 Park Ten Pl., Houston, Texas 77084

Why VillageMD? 

At VillageMD, we're looking for a Clinical Referral Coordinator to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results. 

We're creatin care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.  

In this role, the Clinical Referral Coordinator will offer phone and processing support to our patients as well as clinical partners across Village Medical to ensure the accurate and timely execution of critical referral tasks. 

Could this be you? 

In this role you will offer inbound and outbound phone support while providing operational processing expertise of clinical referrals using telephony and EMR system(s). The ideal candidate has experience in a contact center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including reviewing patient charts, insurance and medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions without patients is critical to success in this role, in addition to achieving all processing performance objectives.

How you can make a difference 

• Answers all phone calls in a patient, empathetic, and passionately communicative manner
• Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations
• Coordinates medical specialty referrals and procedures for patients in a timely, efficient, and equitable manner
• Utilizes EMR system(s) to track and research urgent requests and keep patient information current and accurate
• Communicates information, including updates of referral requests, appointment details, and communication preferences vis telephone, email, chat, and patient portal
• Review patient charts and records to understand what authorizations and documentations need to be pursued
• Ensures that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed
• Provides clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health records
• Processes necessary prior authorizations and insurance referrals as needed to complete the referral process
• Follows organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards 
• Maintains access to the Health Information Exchange (HIN) and other related systems 
• Uses HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinated 
• Maintains surveillance ticklers and/or work with Health Information Technology to proactively identify the need for patient care 
• Navigates patient to care, as assigned 

 Skills for success 

• A “people-first” attitude and premier customer service DNA
• A genuine excitement to help patients and process referrals with operational excellence
• A problem solver who can confidently troubleshoot and investigate to answer questions or resolve complaints
• Confident with system processing and updates
• Self-motivated: energetic, self-starter; can work autonomously 
• Ability to put yourself in patients’ shoes and advocate for them when necessary.
• Results oriented: bias for action; demonstrated track record of achievement; drive for attainment of superior outcomes 
• Flexible: ably navigates within ambiguity; solution-oriented communication; conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills
• Collaboration: orientation to team-based work product and results
• Service: Actively supports others, demonstrates an optimistic, can-do approach to issue resolution