REFERRAL COORDINATOR LEAD

Company Description:

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.

Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.

Job Summary:

The role of a Referral Coordinator Lead involves coordinating specialty referrals for patients at Axis Community Health, including insurance authorization and electronic documentation transmission. They also provide leadership to the Referrals team, assist in implementing new processes, and ensure compliance with HIPAA guidelines. Additionally, they work to improve staff efficiency, serve as a liaison between departments, and deliver exceptional customer service to all patients.

Qualifications:

• High School Diploma or equivalent is required.

• Minimum two (2) years of experience in a medical office with experience as a Lead/Supervisor is preferred.

• Knowledge of HIPAA guidelines.

• Knowledge of medical terminology is required.

• Excellent customer service and problem resolution skills.

• Experience in and the ability to efficiently manage multiple projects at a time.

• Ability to work accurately and efficiently.

• Verbal fluency in English and Spanish is preferred.

• Strong analytical, employee relations, and interpersonal skills.

• Excellent writing, business communication, editing, and proofreading skills.

• Ability to interact effectively and in a supportive manner with persons of all backgrounds.

• Proactive, self-motivated and able to work independently in a fast-paced environment as well as on a team with the ability to exercise sound independent judgment.

• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.

• Ability to establish and maintain positive and professional working relationships.

• Ability to organize and set priorities and be able to adjust priorities quickly as circumstances dictate.

• Must be able to be at work regularly and on time.

• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.

• A can-do attitude with attention to detail.

• Ability to type a minimum of 35 WPM with minimal errors.

• Must have good computer skills required using Microsoft Office and the ability to use Axis departmental systems. Epic knowledge is a plus.

• Must be able to use office equipment (i.e. copier, fax, etc.).

Essential Duties/Responsibilities:

• Processes and coordinates specialty referrals for patients of Axis Community Health, which includes insurance authorization, transmission of electronic documentation, and completion of follow-up responsibilities.

• Provides leadership to the Referrals team and assists Clinic Operations Manager in implementing new processes.

• Monitor referral work queues to support timely processing and resolution of referrals and authorizations.

• De-escalate and resolve patient issues, grievances, and inquiries, as necessary.

• Collaborate with providers, clinic staff, care teams, billing staff, and external specialty offices to resolve referral barriers and support continuity of care.

• Maintains a current understanding of clinic operations and procedures.

• Ensures compliance with HIPAA guidelines and protocols in all patient, referral, and administrative activities.

• Provide leadership and day-to-day guidance to the Referrals Team and assist the Clinic Operations Manager in implementing new processes and operational improvements. ​

• Provide ongoing coaching, mentoring, and support to Referral Coordinators.

• Support the Clinic Operations Manager in ensuring workflow coverage and continuity of department operations.

• Identify workflow barriers and recommend solutions to improve efficiency, patient access, and service delivery.

• Train and onboard Referral Coordinators, ensuring team members' success.

• Studies and standardizes procedures to improve staff efficiency and ensures benchmarks are met.

• Coordinate ongoing training programs and staff competency assessments.

• Develop and maintain department training materials, job aids, workflow documents, and standard operating procedures.

• Provide ongoing education regarding referral processes, insurance authorization requirements, EPIC workflows, HIPAA compliance, and departmental procedures.

• Facilitate departmental training sessions, new hire orientation, workflow updates, and cross-training opportunities.

• Provide real-time coaching and support to staff regarding referral workflows and operational processes. 

• Assist the Clinic Operations Manager with department planning, workflow optimization, and implementation of operational initiatives.

• Lead departmental process improvement initiatives aimed at improving referral coordination and patient access to specialty services.

• In collaboration with Axis leadership and the Information Systems Department, assist with workflow development and EPIC service/enhancement pack user testing.

• Serves as a liaison between the Referrals Department and Clinic Personnel to facilitate communication, resolve workflow issues, and support efficient patient care coordination.

• Provides outstanding customer service to patients and to ensure a positive image for the organization.

• Participate in staff meetings, and attend other meetings and training events as assigned. 

• May be required to perform other related duties, responsibilities, and special projects as assigned.

Benefits:

• Employer paid health, dental, and vision benefits to the employee.

• Option to participate in a 403(B) retirement plan with employer matching contribution.

• Partial educational reimbursement.

• 12 paid holidays.

• Accrued paid time off with each pay period. 

• Employee discount programs.

• Colleague Referral Bonus Program.

Connect with Axis:

Company Page: https://www.axishealth.org

Facebook: https://www.facebook.com/axiscommunityhealth 

LinkedIn: https://www.linkedin.com/company/axis-community-health

Annual Gratitude Report: https://issuu.com/axiscommunityhealth/docs/gratitudereport2024

Physical, Cognitive, and Environmental Working Conditions:

Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.

Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required. 

Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods. 

Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood. Must be able to see clearly and have the ability to judge distances and spatial relationships to see objects where and as they actually are.

Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.

Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises. 

Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity. 

Key Search Words: Lead Referral Coordinator, Referral Services Lead, Patient Referral Lead, Lead Care Coordination Specialist, Referral Operations Lead, Lead Referral Specialist, Senior Referral Coordinator, MediCal, Medicare, EPIC, EHR, Multi-tasking, Communications, Clinical, Administrative, #LI-Onsite