Patient Referral Liaison

Department/Unit:

Practice Administration

Work Shift:

Day (United States of America)

Salary Range:

$46,947.00 - $65,726.00

• Serves as a liaison for referring community organizations referring into Albany Med with a focus on excellent patient relations and customer service.
• Facilitates patient referral appointments into and within the Albany Medical Center Health System by working with both practices (Community and Albany Med).
• Maintains an awareness of services and capabilities of Albany Medical Center facilities in support of the outreach efforts of the Faculty Practice.
• Assists in problem solving potential issues related to the processing of referrals, serving as a liaison for the assigned community practice.
• Prioritizes referrals by their urgency and addresses them expeditiously and accurately.
• Works in conjunction with community office (manager or designee) to obtain required clinical documentation.
• Acts as a service ambassador, confidently and professionally representing Albany Medical Center Health System when communicating with all parties, including providers, patients, clinical care team, front desk staff, and insurance companies.
• The liaison will be responsible for managing patient referrals and prior authorizations, including tracking, coordination, and communication.
• Will be responsible for providing updates to external providers on closing the loop.
• Registers referred patients, updates insurance information, schedules visits, and other duties as assigned to coordinate referred patient appointment scheduling.
• Utilizes the electronic medical record to maintain and update patient records, insurance information, and appointment schedule.
• Interacts with external providers/practices
• Requires strict adherence to Albany Medical Center Confidentiality policy and HIPPA regulations.
• Knowledgeable of state and government agencies' policies to provide proper consents for patients who are wards of the state; work with facilities to obtain proper consents from patient proxies.
• Knowledgeable of and adheres to payer requirements for referrals and authorization within the scope of the specialty they are assigned.

Essential Duties and Responsibilities

• Maintains accurate logs of patient interactions, outreach activities, and appointment data.
• Ensures an optimal patient experience.
• Responsible for updating the system with registration, scheduling, and insurance information for referral appointments.
• Responsible for discussing financial obligations and explaining regulatory forms and answering any questions with the patient.
• Verifies insurance (commercial, private, and government) and eligibility along with obtaining authorizations when necessary.
• Works in multiple systems during patient facing interactions and telephone call receipts to complete accurate registration and to support the clinical workflow.
• Understands the practice strategic plan.
• Supports plans, policy and procedures, and initiatives within scope of their department’s expectations and role.
• Represents AMC and supports the ideals and principles of their department, the Practice, and the Center.
• Understands and promotes patient and employee safety and promptly reports issues.
• Understands patient safety goals.

Qualifications

• High School Diploma/G.E.D. - required
• 2-3 years of customer service experience; preferably in a medical field. - required
• Excellent customer service skills (written and verbal) demonstrating the ability to work effectively and efficiently with a diverse population.
• Ability to engage patients/customers in a calm, respectful manner, regardless of tone or attitude of patient/customer in person or via telephone.
• Working knowledge of computer-based applications and strong PC/ keyboard skills.
• Strong attention to detail and demonstrated ability to use sound judgment in decision making to escalate issues as needed.
• High degree of concentration and information retention.
• Ability to multi-task in a high patient volume unit.
• Excellent organizational skills with demonstrated time management skills.
• Ability to handle high workload volume with many variables, demonstrating flexibility and adaptability.
• Ability to work well independently as well as within a team unit.
• Previous EPIC experience preferred.

Equivalent combination of relevant education and experience may be substituted as appropriate.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely