Job Description
Job DescriptionPosition Summary:
You are the voice of the practice. You need to be able to handle the patient’s needs with grace and efficiency ensuring accuracy at all levels of contact. This role is responsible for all incoming referrals from referring physicians including processing the referrals through Leading Reach, contacting the patient, creating a new patient chart, and scheduling the appointment to ensure consistent and compelling customer experiences. Representatives on the team will interact with internal and external customers in a friendly, helpful, and professional manner.
Contacts:
Interacts with all levels of the URA business organization, outside physician offices, all entities wishing to connect with Urology Associates through the Leading Reach referral platform.
Job Responsibilities:
- Responsible for the handling of inbound referrals from outside physician practices through Leading Reach; contacting patients, scheduling appointments in a friendly, helpful and professional manner. Be able to process approximately 20-30 referrals per day.
- This employee will contact patients within 24 hours of receipt (48 hours max) of the referral being received into Leading Reach.
- Patients will be contacted 3 times at designated intervals to get scheduled, so strong organizational skills are a must.
- If appropriate documentation is not attached to the Leading Reach referral, request records through EHR from referring and/or PCP physician offices.
- Provides proper and accurate documentation in patient records, including patient demographic information, insurance information, referring and primary care physician. Ensure that appointment type is entered correctly in Veradigm (Allscripts).
- Must be able to consistently meet excellent quality requirements and follow all required client interaction components as outlined in departmental SOP’s and protocols.
- Ensure that HIPAA regulations are followed at all times.
- Enter all demographic and insurance information accurately and completely.
- Schedule patients for new consults or follow-up appointments accurately.
- Ensure patient has contact information for appointment locations, arrival times, and provider.
- Assist with faxes from ProviderFlow to iNaira automated push into Leading Reach.
- Assist with all outgoing referrals.
- Review your email multiple times throughout the day.
- You must be able to work cooperatively with other teams within Urology Associates.
- Under the supervision of the Patient Scheduling Manager, work with coworkers within Urology Associates to ensure daily completion of responsibilities, assigning tasks as needed.
- Assist Patient Scheduling Manager with additional tasks as delegated.
- Other duties as assigned.
Qualifications:
- High school degree or GED required.
- 1-3 years medical experience.
- Computer skills required.
- Excellent interpersonal skills working well within a team setting.
- Strong organizational skills with the ability to handle conflicting priorities.
- Strong communications skills, both oral and written.
- Ability to demonstrate outstanding customer service.
- Strong analytical and problem-solving skills.
- Phreesia experience preferred (not required)
- Leading Reach experience preferred (not required)
- Veradigm (Allscripts) PM and EMR system experience preferred (not required).
Physical Requirements:
Strength
Required to push/pull, lift light objects less than 50 lb.
Manual Dexterity
Required to perform simple motor skills and manipulative skills such as typing and writing.
Mobility
Required to sit for long periods of time.
Visual Discrimination
Required to read computer screen.
Hearing
Required to hear normal sounds with some background noise when answering phones.
Mental Requirements:
Able to process great amounts of information, apply strong problem-solving skills and exercise good judgment.Ability to multi-task.
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