Multi-site Dermatology Group Seeks Referral Coordinator Portsmouth, NH
Optima Dermatology is recruiting a Referral Coordinator to join our Patient Services team, based in Portsmouth, NH. Remote and hybrid opportunities available for residents of FL, IL, IN, MA, ME, NC, NH, OH, PA, VA, WA.
About Us
Founded by a team of board-certified dermatologists and healthcare leaders, Optima Dermatology & Medical Aesthetics is a network of practices dedicated to medical dermatology, Mohs surgery, aesthetics, and clinical research. With practices throughout Indiana, Ohio, New Hampshire, and Maine, we are committed to increasing access to expert dermatology care and delivering an unparalleled patient experience. Our family of practices include Optima Dermatology, Optima Research, Advanced Dermatology and Skin Cancer Center, The Dermatology Center of Indiana, The Indiana Clinical Trials Center, and The Indiana Skin Cancer Center.
Our Mission
Optima Dermatology & Medical Aesthetics is revolutionizing skin care. Our mission centers on creating greater access to expert dermatology care and delivering an unparalleled patient experience. With a focus on excellence and innovation, our world class team is highly engaged, mission-driven, and inspired to set the new standard in dermatology. Our guiding principle is to treat each and every patient as we would want our friends and family to be treated, and we are committed to being your trusted experts in all aspects of skin care.
Position Details:
The Patient Services Referral Coordinator is responsible for reinforcing Optima’s core value proposition to referral partners and referral patients: a seamless referral process that makes referring to Optima as easy as possible (low effort for our referral partners), communication at each stage of the patient’s journey including sending notes following the patient’s visit to ensure continuation of care, and creating priority access for patients of referral partners and specifically for urgent patients. The Referral Coordinator has a thorough understanding of our providers, procedures, services, and will support patients within their defined scope, responding to and following up while providing world class customer service to all callers and adhering to established outreach guidelines. This role will report directly to the Director of Patient Experience.
Responsibilities:
- Collaborate with medical community team members as needed to obtain missing patient or practice information, to provide information on status of incoming referrals, and escalate time sensitive issues.
- Collaborate with practice teams to schedule high priority referral patients
- Ensure all referrals are addressed according to established timelines
- Maintain ongoing tracking of and appropriate documentation on Incoming referrals to support marketing community team efforts and ensure team awareness of prospective patient volume and needs
- Ensure complete and accurate patient registration Including patient demographics and current Insurance Information
- Make outgoing calls to patients. Gather Information concerning patient's referral needs. Schedule appropriately per guidelines and seek clinical support as needed according to guidelines
- Contact external practices to ensure referral requirements are met and system fields are accurately completed
- Review details and set proper expectations about the referral appointment with patients
- Answer incoming calls from external practices and referring partners providing exceptional service and set appropriate next steps
- Review reports and post visit records to ensure return communication has been addressed
- Understand marketing efforts promotions and campaigns, support these efforts through patient interactions, resulting in achievement of expected appointment conversions
- Demonstrate in-depth knowledge of all departments at Optima Dermatology
- Consistently operate within and is measured on ability to build rapport, actively listen, follow up and manage patient correspondence, internal and external communication, service and support, critical thinking, planning, and problem solving
- Consistently achieve the expected goals including but not limited to completion of assigned daily activities, schedule adherence, appointment conversions, product knowledge, quality, and compliance
- Demonstrate effective call handling, including deescalating patients. Appropriately identifies and escalates priority situations
- Work as a collaborative team member within a distributed organization demonstrated by communicating effectively with leaders, providers, practice staff and co-workers. Participate in team/staff meetings and maintain a positive attitude
- Follow all HIPAA guidelines and complies with annual training and understands and operates within defined scope as outlined by company
- Demonstrate our values In Interactions, empathy, and sensitivity towards patient/family rights
- Comply with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
- Ability to attain basic competencies in operation of computer software Including scheduling programs, electronic health records, and computerized telephone system
- Other duties as assigned
Qualifications:
- High School Diploma/ GED required. Some college preferred
- A minimum of two years’ experience working with referrals
- Work experience in a medical/healthcare/aesthetics environment, or healthcare call center required
- Knowledge of sales and sales experience preferred
- Experience with ModMed or similar EMR preferred
- Excellent time management skills and ability to adjust priorities a must
- A minimum of two years’ customer service experience and genuine interest in people required
- Strong computer skills, proficient in all Microsoft office programs
