Job Description

Referral Specialist (Medical Office Setting)

Hybrid: Columbus, OH

Purpose: The After Hours Department functions as a centralized information hub and after hours on call service within the medical center. This position answers, routes, and triages critical and non-critical calls 365 days a year. Receives and processes after-hours calls from current patients and other callers for a variety of nee ads, including but not limited to, needing their on-call provider paged for a specific service. This department is essential in providing a continuous circle of care from text paging the on-call provider, to chart encounter documentation and routing the encounter to designated staff and pools tor further follow up if needed. Our after-hours operators play a critical role in the success of the medical center operations and take pride in caring for our patients.

Requirements :

• High school diploma or equivalent required.
• One to two years of customer service experience required.

Preferences :

• Experience in healthcare or working in a call center is preferred.
• Two or more years’ experience working in a healthcare call center setting with a working knowledge of medical terminology.

Knowledge, Skills and Abilities:

• Possesses exceptional customer service skills coupled with enthusiasm and compassion along with the ability to multitask with multiple applications working in a fast paced/volume-based environment.
• The ability to quickly gather critical information and electronically communicate to the correct team is vital to this role.
• Excellent verbal and written communication skills.
• High level of interpersonal skills with ability to handle sensitive, confidential (HIPAA related) situations and the ability to establish trust with patients, physicians, and internal teams.
• The capability to learn quickly and readily adapt to ongoing change to technology and process is essential for success in this role.
• Attendance, promptness, professionalism, attention to detail, team mentality, and politeness to customers, vendors, and patients.
• Ability to use the technology provided to exercise, (when appropriate) independent judgment to triage clinical issues and/or determine appropriate action(s).
• Must pass EPIC training and complete annual CBL’s (Computer based learnings) as a requirement of the role.
• Candidates must also have high proficiency with technology and using multiple computer-based systems to drive decision making and appropriate patient outcomes.

Duties and Responsibilities:

• Answers phone calls for all medical center locations after normal business hours
• Access patient charts for after-hour call processing
• Text pages after-hours on call physicians
• Documents after-hours encounters in patient charts
• Routes encounters to appropriate staff.
• Utilizes multiple systems to identify the correct on-call provider to page and route encounters appropriately.
• Pager forwarding assistance.
• Troubleshoot pager issues.
• Update on-call schedules.
• Notifies nursing units of patient or family concerns.
• Checks patient chart for appointment information.
• Answers STAT line for patient emergencies, EX: Codes, Medical ERTs & Med Assist
• Answers the security priority line for other emergency related events EX: Code Red Yellow, Black, Adam, Gray, and Silver
• Monitors fire alarms using Simplex software.
• Navigates multiple systems to document and communicate emergent events & critical information announcements.
• Engages in quality assurance protocols immediately following each emergent event.
• Protects HIPAA information.
• Troubleshoots phone tree issues and escalates when necessary.
• Works in conjunction with active marketing campaigns to support medical center initiatives.
• Efficiently retrieves information to assist in processing incoming inquiries.
• Performs real-time database updates to maintain accuracy of information.
• Properly utilizes escalation protocol to report operational issues with business-critical applications.
• Maintains technical competency with equipment, applications, and system upgrades.
• Provides technical support for systems that enable hospital operations.
• Processes service now tickets for applications not supported by global IT.

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