Referral Specialist

Job Responsibilities:

Answering phone line dedicated to call center escalations from the FGP call center to provide patients with a sooner appointment or appointment that meets the patient’s needs
Troubleshoot routine problems, raises unresolvable issues to a higher level.
Manage Medical Director’s calendar and schedule
Maintain MD scheduling templates in Epic
Assists in training office personnel on phones
Maintain cooperative and professional relationships with physicians, nurses, office and clinical staff. Acts as the “go-to” person for patient intake, pre-cert, referrals, prescription refill operations and staff, stepping in at times to assist.
Making outbound calls to practice management to determine best appointment option for patient and then following up with patient to confirm appointment
Providing concierge services to patients to schedule them in to a preferred appointment slot which may involve making recommendations on availability in other faculty group practices or ambulatory centers
Learning scheduling scripts and nuances for the faculty group practice
Working the waitlist daily for all practices
Reporting to FGP leadership and department/practice management on findings from the monitoring of physician templates and make recommendation if needed
Modifying physician templates to improve patient access based on analysis of physician contracted hours and actual hours
Reviewing physician templates and cancellation reports daily to see where there are opportunities to schedule appointments and improve patient access.

Minimum Qualifications:

Bachelor’s Degree plus 1-3 years’ administrative experience, required.
Proficient in Epic Registration, Scheduling and Template functionality
Excellent interpersonal, analytical and problem-solving skills
Strong customer service orientation and written/oral communication skills
Extensive knowledge of Windows platform, including MS Word, Excel, PowerPoint and Outlook