Referral Coordinator (Onsite)

About the position

The Referral Coordinator at Concentra plays a crucial role in maintaining high standards for quality and exceptional patient experience. This position involves processing referral requests and authorizations while collaborating closely with physicians, employers, and payors. The Coordinator is responsible for ensuring customer service excellence to positively impact the cost and quality of care for injured employees.

Responsibilities

• Maintain high standards for quality and exceptional patient experience in accordance with Concentra's policies and regulations.
• Process referral requests and authorizations while working closely with physicians, employers, and payors.
• Act as the first point of escalation for all case-related issues requiring guidance.
• Complete assigned patient referrals daily while meeting production requirements.
• Review, process, and support specialist referral requests as defined by the market.
• Obtain authorization for specialist referrals and schedule appointments accordingly.
• Ensure appropriate networks and Concentra Advanced Specialists are utilized when applicable.
• Provide necessary information such as medical records and prescriptions to payors.
• Communicate with stakeholders, payors, employers, and patients as appropriate.
• Record all relevant information via OA/CR module of OccuSource per Concentra policy.
• Build relationships with provider, employer, and payor communities.
• Identify trends or patterns in missed capture and communicate ideas to Lead and Supervisor.
• Handle calls according to department call guidelines.
• Participate in quality assurance processes including audits, case reviews, and training sessions.

Requirements

• High school diploma or GED equivalent; Associate Degree from an accredited college preferred.
• At least one year of demonstrated experience in a medical environment, particularly in service delivery (referrals, claims, insurance, billing, etc.).
• Experience with Worker's Compensation preferred.
• Proficiency with scheduling/insurance verification software.
• Ability to handle sensitive and confidential information in accordance with HIPAA and company policies.
• Familiarity with Microsoft Excel, Outlook, and Word.
• Excellent communication skills, both written and oral, with colleagues at all levels.
• Strong time management skills, including multitasking and prioritizing in a fast-paced environment.
• Ability to build and maintain productive business relationships.
• Outstanding customer service skills and professionalism.

Nice-to-haves

• Experience in a healthcare setting with a focus on customer service.
• Knowledge of medical terminology and healthcare processes.

Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off & Extended Illness Days Offered
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts