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Referral Coordinator – Patient Engagement Center
Duke Careers. Provide comprehensive scheduling support for patients and referring providers within a centralized engagement center .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in scheduling and managing patient referrals across multiple specialty departments while ensuring compliance with HIPAA and authorization processes. Proficient in electronic medical records (EMR) usage and capable of training peers in referral protocols and process improvement methods.
Highest-signal resume keywords
Electronic Medical Records (EMR) SoftwareInsurance AuthorizationsPrimary Care Referral ProtocolProcess-Improvement Methods (PDSA, A3, 5S)Customer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Scheduling SupportReferral CoordinationAuthorization ProcessesData Entry SkillsCritical ThinkingWorkflow ManagementPatient RegistrationTrend AnalysisCompliance GuidelinesVoicemail Monitoring
Soft Skills
Professional CommunicationTraining PeersProblem-SolvingAutonomous Decision-MakingCustomer Service
Industry Keywords
HIPAA ComplianceHealth Care ExperienceReferral ManagementPatient ConfidentialityContinuous Improvement
About the role
Key responsibilities & impact- Provide comprehensive scheduling support for patients and referring providers within a centralized engagement center
- Schedule appointments from referrals and follow up on externally faxed referrals
- Close the loop on all reconcilable referrals placed
- Provide patients with information about services, providers, locations, directions, and pre-visit appointment requirements
- Provide referral and radiology support for assigned clinics and PTO coverage
- Monitor assigned clinic voicemail
- Schedule appointments across more than 30 specialty departments using 31 decision trees
- Obtain authorizations and support 7 authorization work queues
- Handle 2–4 clinic assignments daily, including referral, radiology, and authorization work queues
- Train new referral coordinators on referral standard work and authorization processes
- Identify patients using two identifiers in accordance with compliance guidelines
- Prioritize emergency, urgent, and routine referrals and work all referrals within 48 hours
- Contact patients using phone numbers and MyChart while following compliance guidelines
- Perform registration, front desk coverage, scanning, and related duties as assigned
- Coordinate referrals with other offices and departments
- Communicate trends and recommend workflow modifications
- Communicate access and decision-tree issues to the Referral Manager
- Participate in continuous improvement and network-level process improvement projects
- Complete time studies and preliminary trend analyses as assigned
Requirements
What you’ll need- High school diploma or equivalency required
- Minimum of 1 year of health care related experience
- An associate degree or higher may substitute for the experience requirement
- Active user of electronic medical records (EMR) software strongly preferred
- Experience with obtaining insurance authorizations strongly preferred
- Comprehensive knowledge of primary care referral protocol strongly preferred
- Familiarity with process-improvement methods (PDSA, A3, 5S) strongly preferred
- Comfortable training peers strongly preferred
- Ability to professionally communicate verbally and in writing with patients, providers, internal specialty departments, and community clinics
- Ability to meet or exceed daily productivity goals
- Knowledge of HIPAA requirements regarding patient confidentiality
- Strong ability to handle complex workflows using critical thinking
- Autonomous problem-solving and decision-making abilities
- Accurate typing and data entry skills
- Excellent customer service and communication skills
- Ability to comply with regulatory and compliance policies and procedures
Benefits
Comp & perks- Equal Opportunity Employer
- Commitment to collaboration, innovation, creativity, and belonging
- Reasonable accommodation information and provisions available
- Monday through Friday, 8am–5pm work schedule