Referral Communications Staff

POSITION: Referral Communications Staff
STATUS: Non-Exempt; Temp
REPORTS TO: Referral Unit Supervisor

SUPERVISES: None
DEPARTMENT: Nursing Department, Referral Unit
OFFICIAL DUTY STATION: Los Feliz Health Center (1530 Hillhurst Avenue, Los Angeles, CA 90027)

BENEFITS:

• Public Service Loan Forgiveness
• 401(k) Retirement Plan
• Medical, Dental, and Vision Insurance
• 13 Paid Holidays Life Insurance
• Short Term Disability, Accident Insurance, etc.
• Commuter Discount (Metro, Metrolink) Commuter and Ride Share
• Discounted Tickets

DUTIES AND RESPONSIBILITIES:
Referral Unit Communications:

1. Inform patient by mail/telephone of their appointment time including specific instructions related to the visit. Pre-approved written information relating to the reason for the visit will be sent with the appointment time.
2. Coordinate/Send patient information with referral facility, providing necessary documentation to referral provider (i.e., labs, x-ray, physician’s notes, etc.).
3. Prepare and provide a referral information packet (i.e. original referral, copy of progress notes, x-rays, directions, etc.) for the patient to take to the appointment.
4. Answering inbound phone calls with proper documentation in EHR
5. Daily checks of authorization status in Medpoint Management
6. Demonstrate consistent knowledge on types of services provided to patients both internal and external.
7. Complete required information, assuring its currency (i.e., patient demographics, facility or referral providers’ name address and telephone #, etc.).
8. Keeps the work environment clean and organized
9. Documents information accurately into EHR, Medpoint, and eConsult

Assist with Referral Unit Processing Duties:

1. Process provider requests for referral appointments timely and effectively.
2. Assess type of referral, determining who to refer to according to type of insurance coverage and provider request.
3. Ensure the use of county on-line database for specialty care in the county system.
4. Validate patient’s most current insurance eligibility prior to processing referral
5. Expedite the patient referral process by getting prior authorization for patient referrals when necessary.
6. Discuss preferable appointment date and times and determines possible additional needs for, and with, patient and/or family member.
7. Negotiate with specific facilities to obtain appointments at times most beneficial for patients.
8. Keeping track of eConsults that have been submitted

Effective and Efficient Referral Services and Patient Care:

1. Assure that the chart and log documentation is appropriate and completed timely.
2. Communicate respectfully and clearly with patients, family members and external vendors whether in person or on the phone.
3. Maintain open communication with all clinic staff and responds clearly and respectfully.
4. Introduce self to patient by stating name and position title whether in person or on the phone.
5. Obtain, relay, and document timely messages received from patients, providers and staff.
6. Adhere to standardized precautions.
7. Assist other clinic staff as needed.
8. Assist in providing interpretation services as needed.
9. Participate in data collection and data entry for quality improvement activities.
10. Support the implementation of organizational improvements.
11. Adhere to attendance policy and procedure.
12. Maintain confidentiality and respect for information regarding patients and other team members; abide by APHCV policy and procedures on confidentiality.

Professional Development:

1. Attend APHCV staff meeting, clinic staff meeting, department meetings, and other meetings as assigned by supervisor.
2. Attend training as assigned by supervisor.
3. Communicate training needs to supervisor.

APHCV requires all staff to comply with Standards of Conduct and Compliance Program related policies and procedures. Such compliance is part of this position’s performance evaluation.

APHCV is a tobacco-free organization.

REQUIRED:

1. High school diploma or GED
2. Graduate from an accredited Medical Assistant program with documented completion of required blood withdrawal and medication administration certificate
3. Current BLS certification according to the AHA guidelines
4. Effective communication and interpersonal skills
5. Ability to demonstrate patience and convey a warm, caring attitude towards patients and staff
6. Willingness to learn new skills
7. Able to work with people of diverse cultural, educational, social economic and linguistic backgrounds
8. Must be able to actually perform the tasks normally associated with the position including but not limited to: ability to lift up to 45 lbs.

PREFERRED SKILLS:

1. National certification as a Medical Assistant or Associate’s Degree in other healthcare related field
2. Proficiency in Microsoft Office applications
3. Recent experience in clinic or outpatient setting
4. Able to communicate in English and at least one of the following languages: Thai, Khmer, Tagalog, Vietnamese or Spanish

HIRING REQUIREMENTS:

1. Legal authorization to work in the United States 
2. A valid California Driver’s license with clean records and access to insured automobile
3. Completion of Health Assessment Form
4. Completion of background check