Location: Ann Arbor,MI, USA
Job Summary
The Referral Coordinator is a senior call center position supporting the Emergency Medicine Consult/Referral Service (EMCRS). This service manages Emergency Department (ED) patient referrals to Michigan Medicine (MM) primary care physicians and specialty services. The Referral Coordinator provides MM clinic and physician information to patients, referring physicians, MM staff and faculty, and other health care professionals. The coordinator solves routine and complex customer concerns and displays the highest level of customer service, attentiveness and consideration in all cases.
Our Referral Coordinators are responsible for reinforcing a positive image of MM for all customers. They use information systems and customer service skills to facilitate customer interactions such that the customer experiences MM as an accessible, coordinated and seamless entity.
This position is a collaborative effort between the ED and the Office of Patient Experience.
Mission Statement
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Why Join Michigan Medicine?
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.
What Benefits can you Look Forward to?
* Excellent medical, dental and vision coverage effective on your very first day
* 2:1 Match on retirement savings
Responsibilities*
* Promptly answers incoming calls, identifies the caller need(s) and determines the appropriate referral/service location.
* Responds quickly and appropriately in stressful situations and acts appropriately and professionally.
* Effectively utilizes Web or database systems to respond to calls requesting MM information.
* Provides callers with assistance in scheduling appointments, contacting MM staff and physicians and gathering MM information in accordance with established protocols.
* Assists misdirected callers and provide them with appropriate individual or department information, which can address the caller's need(s).
* Provides the highest level of customer recovery skills.
* Effectively uses call-monitoring function appropriately to ensure seamless service delivery, capture data for call documentation and identify need for customer recovery interventions.
* Proactively serves as liaison between Emergency Department and MM clinics
* Coordinates outpatient appointments within one business day of receipt of referral from the Emergency Department
* Supports the Primary Care Physician (PCP) by processing proper documentation to ensure an efficient referral authorization flow.
* Obtains authorizations, pre-certifications and benefit level verification from third parties for appointments scheduled at the MM.
* Responds to patient inquiries regarding their appointments.
* Demonstrates basic knowledge of HMO principles and regulations to ensure appropriate referral and documentation that will support hospitals' reimbursement for services.
* Actively listens and carefully probes to ensure that the customer's questions, requirements and desires are understood.
* Provides active listening to patient concerns related to their ED visit, contacting appropriate ED leadership for resolution.
* Effectively accesses information systems and utilizes customer service skills to empower the consumer with accurate information to make decisions regarding the selection of their health care provider and assists them in navigating the MM primary and specialty care delivery system.
* Contacts ED Follow up Nurse for resolution when questions arise regarding content or concerns related to an ED referral.
* Effectively utilizes the Web or other databases to respond to callers requests for Health Center, specialty clinic, MM provider, or general Health System information, as well as community-based alternative resources.
Required Qualifications*
* Associate degree in business or health care administration or related field or equivalent combination of education and experience in the healthcare industry.
* 5 years' telephone-based customer service experience
* Strong interpersonal and communication skills
* Demonstrated excellent customer service skills interacting across all disciplines.
* Strong organizational, problem-solving and prioritization skills
* Ability to be flexible and adapt to a changing work environment.
* Demonstrated ability to handle multiple responsibilities in a fast-paced environment with accuracy.
* Demonstrated ability to work well under pressure, meet deadlines and maintain confidentiality.
* Demonstrated ability to function as a committed team player and be able to work independently
* Demonstrated working knowledge of medical terms, testing and procedures.
* Hands on knowledge and experience with database management.
* Knowledge of MM and department policies, procedures and regulations.
Desired Qualifications*
* 5 years telephone-based customer service experience in a health care setting
* Demonstrated proficiency with Outlook and MiChart.
Work Locations
This position may be eligible for remote work opportunities at the discretion of the hiring department. Remote work agreements are reviewed annually and are subject to change dependent on the business needs of the hiring department, throughout the course of employment.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes