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About Duke University Hospital
Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States. The largest of Duke Health's four hospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.
REFERRAL COORDINATOR- Adult Behavioral Health Triage Team
Job Location: Remote/Hybrid 8:00am-4:30pm or 9:00pm-5:30pm ****You must reside in North Carolina to be considered for this position****
Job Summary
The Referral Coordinator provides a comprehensive scheduling experience to meet the various needs of patients and referring providers within a centralized team. The Referral Coordinator performs various appointment and access-related duties for clinic(s) to include scheduling appointments from a referral, following up on referrals faxed externally, and closing the loop on all reconcilable referrals placed. The Referral Coordinator remains current on providers, service locations, and insurance payers, while providing the highest levels of service excellence to each patient.
Job Duties and Responsibilities
* Provide accurate information to patients regarding various services, providers, and locations available within the Duke University Health System and the surrounding community.
* Actively identify, listen, and understand the needs of each patient. Ask thoughtful questions to determine the appropriate resources or actions to be taken.
* Assist in scheduling all Adult Outpatient Behavioral Health services.
* Utilize referral standard work documents and resources and always perform work within established standards.
* Make judgements guided by standard work on how to prioritize patients and complete tasks.
* Patient Scheduling:
o Identify patients using 2 identifiers in accordance with compliance guidelines.
o Schedule appointments from the referral using scheduling guidelines and questionnaires to determine the appropriate provider, location, and visit type.
o Maintain knowledge and resources to schedule patients outside of Duke as appropriate.
o Ability to answer questions from patients and ordering providers on where to send referrals for quickest access, closest geographic location, as well as specific insurance requirements.
o Provide patients with appropriate directions and pre-visit appointment information.
o Identify and document special needs; schedule interpreters as needed.
o Review assigned work queues and prioritized by team procedure.
* Improvement Initiatives:
o Maintain liaison with other offices and departments to coordinate referrals, foster collaboration, leverage resources, and help to accomplish program objectives.
o Contribute to program effectiveness by communicating trends and recommending modifications to current workflows.
o Proactively communicate issues to Manager as it relates to access.
o Actively participate in continuous improvement processes and practice level improvement projects.
Job Eligibility Requirements
Education
A high school diploma or equivalency, is required.
College or completion of post-secondary education is strongly preferred.
Experience
Minimum of 1 year of health care related experience. An associate degree or higher may substitute for the experience requirement. - Strongly Preferred for Referral Coordinator - Two years of health care related experience; Active user of electronic medical records (EMR) software; Experience with obtaining insurance authorizations; Comprehensive knowledge of primary care referral protocol; Familiar with process-improvement methods (PDSA, A3, 5S); Comfortable training peers.
Knowledge, Skills, and Abilities
Ability to professionally communicate both verbally and in writing with patients, providers, internal specialty departments, and clinics in the surrounding community. Exceed patient expectations. Comfortable with behavioral health concerns. Meet or exceed daily productivity goals as set forth by department. Demonstrate Duke's values and behaviors in every interaction. Comply with all regulatory and compliance policies and procedures. Strong ability to handle complex workflows utilizing critical thinking skills. Autonomous problem-solving and decision- making as it relates to referrals, patient appointment and scheduling support, and other duties as assigned by clinic leadership. Skilled teammate who assists in helping service maintain expectations and meet goals. Accurate typing and data entry skills Excellent customer service and communication skills. Knowledge of HIPAA requirements regarding patient confidentiality.
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
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