Referral Specialist

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The Referral Specialist reports to a Patient Access Manager. Under the general supervision, ensures the quality of the referral process is upheld to departmental standards. Evaluates the incoming referral for information that is accurate and appropriately reflects the patient symptom to the requested treatment. Ensures quality control of the referral process is upheld by reviewing the accuracy and timeliness of referrals through monthly standard reports.

Coordinates the effective and efficient processing and scheduling of all incoming referrals, adhering to established timelines and departmental procedures. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done.

The core Success Factors include:
Instill Trust and Value Differences Patient and Community Focus and Collaborate.

• Receives and reviews all incoming referrals ensuring completeness and accuracy.
• Ensures all information is received including patient demographics, insurance and authorizations.
• Communicates promptly with referring provider and/or patient regarding insurance coverage issues (e.g. non-participation status) so the patient may seek timely services elsewhere.
• Evaluates and determines triage when reviewing the referral by following established clinic referral guidelines for complete/compliant information.
• Determines if referral is in need of additional clarification, evaluates the content matter to services requested and determines if the referral needs to be escalated to management for assistance or resolution.
• Returns incomplete/non-compliant referrals based on triage guidelines to referring physician office indicating the reason for return.
• Ensures quality control of the referral process is upheld by reviewing the accuracy and timeliness of referrals through monthly standard reports.
• Provides accurate and timely communication with patients, referring providers and other staff.
• Performs at benchmarked levels related to accuracy, productivity, quality and customer service as defined by industry standards and internal quality management.
• Coordinates and provides guidance to Outpatient Service Representative (OSR) or other staff to ensure proper documentation is made in referral record.
• Assists and provides support to staff when entering all referral information into the electronic health record (EHR) for any external referrals received including demographics, reason for referral and insurance/authorization information.
• Scans referrals received by fax and/or on paper into the appropriate section of the referral record.
• Documents any communication with referring providers, patients and/or Clinic (MD, RN, etc.) in the EHR.
• Responds to incoming telephone calls regarding pending referrals, including timely response to voicemail messages.
• Coordinates and provides support when scheduling all referral appointments established by practice protocols and specifically those that require prior authorization (i.e. office, procedural, drug, etc.).
• Maintains current knowledge of insurer referral/authorization requirements, has a working understanding of the patient population, and demonstrates cultural awareness and sensitivity.
• Schedules appointments according to triage guidelines.
• Ensures all demographics information is updated, insurance verified and authorizations obtained.
• Notifies patients of appointment, explains and educates patient to a level of understanding for the preparation needed for the upcoming appointment.
• Communicates with referring providers and ensures documentation of that communication in the EHR.
• Documents any and all communication with patients in the EHR.
• Communicates with referring providers when patients decline appointments and/or do not keep their appointments.
• Refers patients to the Patient Financial Advocate when necessary.
• Acts as…