JOB SUMMARY 

The Referral Coordinator actively manages and executes referral workflows through high-volume outbound calling and coordination. This role is responsible for “working” referrals from initiation through completion by proactively contacting patients, providers, payers, and specialty partners to drive timely access to care. While similar in intensity and accountability to inbound scheduling within Patient Access Department, this role is distinguished by its outbound, referral-driven focus.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Actively work assigned referral queues through consistent outbound calling and follow-up.
• Own referral execution from receipt through appointment completion and results return.
• Contact patients to coordinate scheduling, explain next steps, resolve barriers, and confirm appointments.
• Communicate with provider offices, specialty partners, imaging centers, and hospitals to facilitate referral completion.
• Support insurance verification and authorization processes related to referral workflows.
• Identify stalled, delayed, or at-risk referrals and intervene proactively.
• Maintain accurate, real-time documentation of referral activity and outcomes.
• Collaborate closely with PAD and PSS teams to ensure seamless handoffs and continuity of care.
• Meet established productivity, quality, and timeliness expectations.
• Participate in process improvement initiatives and new workflow implementations.
• Maintain thorough knowledge of MCC services, referral pathways, and scheduling resources.
• Uphold MCC service standards, compliance requirements, and patient confidentiality.
• Attend department meetings and special projects as needed to support departmental goals.
• Regular and timely attendance required.
• Other duties as assigned.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all required training sessions and leadership meetings.
• Comply with MCC Service Standards.
• Support leadership initiatives and contribute to department morale and cohesion.

EDUCATION/EXPERIENCE REQUIREMENTS

• High school diploma or GED required.
• Minimum of one (1) year of referral experience in a physician practice, hospital, centralized referral department, or comparable healthcare setting. 
• Demonstrated knowledge of referral workflows, insurance requirements, and electronic medical record systems.
• Experience across multiple service lines strongly preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Displays strong customer services skills, strong interpersonal skills, close attention to detail, and excellent/strong verbal and written communication skills and ability to act with diplomacy.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Excellent organizational, communication, and strong analytical skills. 
• Ability to work effectively and creatively within a team environment as well as independently. 
• Strong leadership skills with the ability to motivate and develop a team.
• Demonstrated excellence in customer service and conflict resolution.
• Advanced organizational and time-management skills.
• Proficient in Microsoft Office Suite and scheduling software.
• Effective written and verbal communication skills, with the ability to interact with individuals from diverse backgrounds.
• Strong analytical and decision-making abilities.
• Ability to work after normal business hours when required. 
• Ability to use independent judgment and to manage and impart information to a range of levels (Providers, Administrators, Practice Managers, employees). 
• Proficient in the use of the English language both in written and verbal communication. 
• Strong communication skills. Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays the ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to ¾ of the time
• Keyboarding/Dexterity: Frequently; activity exists up to ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.   
• Must be able to work under stress and remain calm and professional.    

WORK ENVIRONMENT

• Exposed to frequent and constant interruptions in daily functions. 
• Must be available to customers and staff throughout the day.  
• Required to work extended hours to meet department needs.