JOB SUMMARY (overview of job): The Referral Agent is primarily responsible for all activities relating to the successful, seamless, patient-oriented, and timely scheduling of referrals and appointments within St. Peter’s Health Medical Group (SPHMG), according to established criteria, templates, and protocols. The Referral Agent frequently provides the first impression of the organization and must ensure optimum internal and external customer satisfaction while answering calls, obtaining patient demographics, and third party information with a high degree of accuracy. Works collaboratively with care teams and other departments within the organization to ensure full integration of scheduling/registration functions. Works collaboratively with members of the SPHMG Service lines to maximize clinic schedules. Provides patients with basic instructions such as preparation for visit, directions, arrival times, information to bring to visit, expectations for payment, and other key information to ensure a successful patient experience. This position requires excellent customer service skills, both written and oral, which involves ability to communicate effectively in person or over the phone. Assists with other duties as assigned.
APTITUDES: Demonstrated ability to communicate in a professional and courteous manner with all customers. Demonstrated ability to effectively complete assigned work while experiencing multiple interruptions. Demonstrated ability to manage complex and multiple tasks within assigned time period and the ability to be flexible as the work load demands and to work with a variety of personnel. Demonstrated ability to work independently with minimal direction, perform detailed assignments and compile information with accuracy. Ability to deal with multiple stressors, deadlines, and difficult situations while meeting patient’s needs and providing superior customer service to all. Ability to work as a team player.
KNOWLEDGE/EXPERIENCE: High school graduate, HiSET or GED preferred. 1-2 years of Hospital admissions or physician's office experience preferred or 1 plus years professional work experience required. Experience in customer service or scheduling departments in a healthcare setting highly preferred. Medical terminology preferred. Must possess interpersonal skills necessary to communicate effectively and efficiently in a courteous and considerate manner. Impeccable personal honesty, integrity and confidentiality are essential.
This position is eligible for hybrid-remote/onsite work with initial onsite training period required and periodic onsite presence required. Schedule flexibility i.e. morning/evening/weekend hours available.
EDUCATION: High school education, HiSET or GED equivalent preferred.
LICENSE/CERTIFICATION/REGISTRY: None.